In-depth Analysis from Five9 Finds AI Creates Exceptional Experiences in Healthcare
June 27 2024 - 8:00AM
Business Wire
Findings show how Intelligent Virtual Agents
improve communication, relieve overworked workforces, and
streamline operations
Five9, (NASDAQ: FIVN), provider of the Intelligent CX Platform,
today released new insights and best practices designed to help
healthcare organizations leverage AI to exceed patient and member
expectations, build greater loyalty, and measurably improve
results. The analysis titled “AI in Healthcare: How AI Drives Value
For Five9 Healthcare Customers” analyzes the strategies of 120
Five9 IVA healthcare customers leveraging its Intelligent Virtual
Agent (IVA).
Five9’s customer insights shed light on the massive
transformation in the healthcare industry. Patients, members, and
customers are demanding greater control over their healthcare
journey. At the same time, healthcare organizations are under
greater pressure to improve high-cost workflows and meet the needs
of an overworked workforce. Now more than ever, AI is instrumental
in optimizing CX and cutting operations costs. By leveraging Five9
IVAs, healthcare leaders can better meet the needs of their
workforce and customers, while unlocking operational efficiencies
and remaining HIPAA compliant.
“Today, leveraging AI in CX is not just an opportunity but a
necessity. People expect fast and personalized, on-demand care, and
intelligent virtual agents empower healthcare leaders to deliver
cohesive experiences that meet expectations,” said Jonathan
Rosenberg, Chief Technology Officer and Head of AI, Five9. “By
leveraging AI like IVAs, healthcare organizations can free up
valuable time for their workforce and ensure more specialized care.
The future of healthcare CX is all about enhancing patient outcomes
through AI innovation.”
“Healthcare investments in genAI have the potential to play a
transformative role in the clinical workforce,” said Shannon
Germain, Senior Analyst, Forrester Research. “This shows up in the
numbers: The market for genAI in healthcare will increase from $1
billion in 2022 to $22 billion by 2032. With all the excitement and
potential, it’s understandable that leaders in healthcare provider
organizations are jumping into action.”
The study shares:
- Top reasons that healthcare organizations are deploying
virtual agents today: The most common use is to improve
communication, which includes call steering (24%), queue callback
(25%), SMS follow-up (4%), and chatting with customers from the
website (2%).
- Resources for planning an IVA Project: Deploying an IVA
is a significant project, and it helps to know what to expect.
Five9 shares strategies to help healthcare leaders set performance
goals (such as higher patient experience scores, shorter queue
times, abandonment rates), design and build the IVA system, and
better understand how to measure the success of AI in your IVA
solution.
- Customer success stories: Learn how 120 Five9 IVA
customers are leveraging AI to create highly efficient and
personalized experiences that deliver value. By implementing IVAs
into its CX strategy, Exact Sciences reduced labor cost by 15 full
time employees/year and lowered talk time by 13%.
Learn more about how Five9 can help improve patient loyalty and
optimize the customer experience for healthcare organizations. For
additional resources about Five9 IVA, please visit here.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions to engage with customers across their channel of
choice, empower managers with insights and intelligence into
contact center performance, and elevate your business to deliver
better business outcomes and Bring Joy to CX™. Our cloud-native,
scalable, and secure platform includes contact center; omnichannel
engagement; Workforce Engagement Management; extensibility through
more than 1,400 partners; and innovative, practical AI, automation,
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, technology, and partners to more
than 2,500 organizations worldwide. For more information, visit
www.five9.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240627734810/en/
Hannah Blackington Corporate Communications Director
Press@five9.com
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