August 30, 2024 – (Call Center Times) –

Healthcare payers and providers are increasingly challenged to raise the bar for consumer experience. And tech enablement is essential to realizing the evolving value propositions. On the front lines of experience and engagement, contact centers are set for a profound transformation. Generative AI (GenAI) and agentic learning systems are evolving to operate with greater autonomy and adaptation through continuous feedback. These disrupters are now driving the contact center shift—from traditional, reactive service hubs into proactive, intelligent coordinators that bridge the gap between payers, providers, and patients. GenAI, as key enabler, promises to streamline complex healthcare workflows, enhance collaboration, and deliver more personalized and efficient services.

Article originally published in Call Center Times