In this week’s edition of the Healthcare Experience Matters Podcast, we invite Leslie Pagel to the show. Leslie is an expert in customer experience (CX) strategy, here to discuss navigating the great balancing act of embracing technology, such as conversational artificial intelligence (A.I.), as it evolves drastically, without losing the human touch in healthcare.

She also debunks many of the fears surrounding A.I. in healthcare, such as job security issues and discusses the concerns that the patient’s experience with their provider will be robotic and automated.

Leslie closely studies and follows the radical changes that A.I. will bring to data management in healthcare. Her knowledge of CX makes her an ideal guest for this increasingly important discussion in our field.

This interview with Leslie helps us understand how to best prioritize patients’ needs while ensuring that none of the efficiencies gained from working with A.I. tools are overlooked.

As we’ve learned in previous discussions on this show, many of the advances related to the current A.I. boom present a strong opportunity to help healthcare workers prevent burnout if implemented carefully and strategically.

• If you missed it, make sure to check out: Technology’s Evolving Role in Improving Patient Experiences by Craig Joseph, MD, FAAP, FAMIA

If there is one critical takeaway from this podcast, it’s that while technology evolves, it’s crucial to embrace what can be safely implemented while exercising great caution before doing so. As peer-reviewed literature and lawmakers struggle to keep up with the latest advancements in A.I., it’s vital to proceed carefully given the high stakes involved.

When it comes to the intersection of patient care and A.I. we are truly entering unprecedented times.

Is A.I. Good or Bad for Patient Experiences?

With over 25 years of experience in customer experience strategy, Leslie shared insights on how technology can enable healthcare professionals to communicate more effectively and compassionately with patients.

Leslie emphasized the importance of intentional language and the role of listening in improving interactions between healthcare providers and patients.

By leveraging conversational A.I., healthcare organizations can analyze recorded conversations to identify patterns and enhance service delivery.

This data-driven approach allows for more thoughtful responses, ensuring that patients feel heard and understood, ultimately leading to better health outcomes.

Addressing concerns about A.I. potentially diminishing the human touch in healthcare, Leslie clarified that the purpose of conversational A.I. isn’t to replace human interaction but to support it.

She highlighted that A.I. can handle routine inquiries, freeing healthcare staff to focus on complex cases and fostering deeper connections with patients.

According to Leslie, it is important to dive into the details and examine the specific use of how the A.I. tool will be implemented before addressing the question: “Is A.I. good for patients?”

Without further analysis of how, or what the actual tool will be used for, it is an impossible question to answer.

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