The business’s flip to AI chatbots in help has resulted in lots of unfavourable buyer experiences (CX). Co-pilots are a band-aid, not an answer; they provide marginal beneficial properties and have vital downsides. Nowhere is that this seen aside from in high-stakes fields like healthcare, the place sufferers depend on well timed, correct responses, co-pilots’ frequent errors, and restricted effectivity beneficial properties, which might compromise service high quality. As an alternative of investing in half-measures, healthcare suppliers ought to deal with constructing strong, autonomous brokers designed to deal with particular, essential duties—delivering correct, scalable enhancements with out the false confidence of a co-pilot security internet.
On the floor, it is sensible for healthcare suppliers (HCP) to discover utilizing AI co-pilots to assist deal with the surging quantity of inquiries. However these co-pilot options aren’t the reply – the truth is, they might do extra hurt than good.
The Limitations of Co-Pilots
Eucalyptus is a number one digital healthcare supplier that serves lots of of 1000’s of sufferers throughout a number of international locations. The help workforce has struggled to maintain up as their affected person base has grown.
We’re delivering sooner, extra environment friendly help like by no means earlier than, with no compromise to expertise. However our median first response time was over 20 hours as brokers acquired overwhelmed triaging a rising backlog of inquiries.
Dr. Omar Alvi, Eucalyptus Australia’s Managing Director
The pure resolution many healthcare suppliers attain for is an AI co-pilot system that may analyze every affected person inquiry, draft a response, and current it to a human agent to assessment and ship.
On the floor, this looks like a logical strategy. The co-pilot handles the preliminary processing, whereas a human offers a last high quality test earlier than the response goes out. What might go improper?
The issue is {that a} succesful co-pilot is actually indistinguishable from a totally autonomous agent. It has to grasp affected person intent, map that to reference supplies, and generate a complete response. Oversight by a human agent offers little extra worth.
When fixing help tickets, the necessities of a succesful co-pilot are the identical as a system that works autonomously. The one potential profit is that human assessment may cut back errors. However the effectivity beneficial properties are marginal at greatest.”
Steve Hind, CEO of Lorikeet
Hind factors to analysis by MIT’s Erik Brynjolfsson, which exhibits that co-pilot techniques in buyer help enhance productiveness by simply 14% on common. For a enterprise rising 70% yearly, that solely offsets one-quarter of headcount development. And it doesn’t tackle the true problem of scaling – dealing with surprising surges in quantity.”
Actually, Hind argues {that a} poor co-pilot system could also be worse than no AI in any respect:
If the co-pilot is regularly improper, brokers will spend extra time fixing its errors than merely drafting responses themselves. And the human ‘high quality test’ creates a false sense of confidence, blunting the motivation for distributors to enhance the AI’s underlying accuracy.
Steve Hind, CEO of Lorikeet
The Path Ahead: Autonomous Brokers
Slightly than view co-pilots as a stepping stone to full autonomy, Hind believes healthcare suppliers ought to put money into high-quality, purpose-built AI brokers. Not like co-pilots, these brokers usually are not designed to deal with each ticket – as an alternative, they’re skilled on particular use circumstances and workflows.
Lorikeet’s AI agent doesn’t intention to draft responses for all tickets. It’s designed to be skilled on coping with sure points, and to depart every little thing else to human brokers. This permits our clients like Eucalyptus to construct confidence incrementally, whereas driving step-change enhancements in effectivity.
Steve Hind, CEO of Lorikeet
Eucalyptus has seen highly effective outcomes from this strategy.
Lorikeet’s triaging capabilities imply pressing medical questions are escalated to clinicians and handled shortly. This provides us the boldness to scale our healthcare providing safely.
Estelle Berton, Eucalyptus Operations Lead
After implementing Lorikeet’s skills-based triage, Eucalyptus noticed a 10-point improve of their CSAT rating.
The uplift was pushed by getting essentially the most complicated circumstances to the most effective brokers, which was not possible to do successfully with out Lorikeet’s highly effective logic. Berton explains.
Estelle Berton, Eucalyptus Operations Lead
The Way forward for Affected person Assist
The pandemic accelerated the shift to digital healthcare, as sufferers more and more flip to on-line channels for care and help. Nonetheless, as affected person volumes develop, conventional help fashions shortly turn into unsustainable.
Modern suppliers like Eucalyptus are in control of reworking the affected person expertise by purpose-built AI brokers. By intelligently triaging inquiries, empowering brokers with contextual insights, and delivering customized, conversational help, they’ll scale capability with out compromising high quality.
We measure CSAT intently and Lorikeet’s AI agent constantly scores as excessive or larger than our human brokers. The uplift in satisfaction is simply the icing on the cake.
Estelle Berton, Eucalyptus Operations Lead
Because the healthcare business evolves, AI-powered help will likely be important for delivering the seamless, empathetic experiences that sufferers demand. Corporations that embrace this transformation, fairly than counting on co-pilots, will likely be well-positioned to thrive within the digital-first way forward for healthcare.
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