In Kore.ai, we think AI should reduce friction – it should not increase. This is especially true in health care, where the legacy process often delays care, disappointing patients and delaying resources. I recently had the opportunity to talk to two leaders who invested deeply in fixing it: Michael DukeLead partner Guide HouseAnd Dr. Anthony Chang, Pediatric cardiologist and Chief Intelligence and Innovation Officer Children’s Hospital of Orange County (Choc), And founder American Board AI in Medicine.
Together, we discovered how health care organizations are using Discussed and agent AI Not only to improve the operations, but also re -imagine the patient and member experiences.
Hidden cost of financial clearance
Guide House partners with a provider who was spending more than 30 minutes per call To verify the insurance coverage, get the options, and verify the service locations-usually work on the phone with the payer’s representatives.
Result? Increase operational costs, staff challenges, and Written to Avoid Avoid Remembering options.
Duke shared, “Our people were trying their best, but the volume and complexity have not yet been measured.”
Automate the problem – with sympathy
To deal with this problem, the Guide House deployed a core. Sound -based AssistantPLA is a polite, permanent virtual agent worthy:
- To navigate to complicated ivrs
- Waiting on the hold (often 20-45 minutes)
- Talking with Payant Representatives to Recover Coverage Details
- Automatically logging the results
In the early stages, the assistant handled 4,100+ callsOne 85 % success rateAnd saved Annual 15,000 staff timesWithout displacement of a single employee.
Duke said, “Representatives didn’t even realize that they were talking to the boot.” Even some praised his southern style. “
To maintain Scale Planti, will introduce the core. Multi -personal abilitiesgiving and embedded boot names like mary Mary, Yama, and Bob Generative A. To change the IVRs dynamically and make more natural conversations.
From call automation to full workflow intelligence
Today, these assistants are far from call. with kore.ai AI for the processThey:
- Pre -archetypes Out Rich Strategy
- Capture structural data from conversation
- Auto document results in EMRS
- Make the flow of workflows without input of humans
This level of orchestration ensures compliance, reduces manual work, and speeds up time for the resolution.
AI’s next jump: From insight to autonomous action
Dr. Anthony Chang offered a wider clinical lens on what he did after that. They rank AI’s evolution in health care:
- Health AI 1.0 – traditional machine and deep education
- 2.0 – Generative + Agent AI (whom he calls Synchronous intelligenceJes
- 3.0 – Feature of Academic AI, Digital Twin, Autonomous Agents, and Real Health
In a scenario, he described the pediatric discharge experience where Generative A. The instructions translate into Spanish, gives them personal personalities for children, and develops a heartbreaking story. Agentk AI Then she alerts experts if there is a risk of scheduling, medicine supplies, transportation, and even if anyone wear indicators.
He explained, “Generative AI provides insights. Agent AI takes action.” “When jointly, its effect is geometric – not just extra.”
What does this mean for health care now
In Kore.Ai, we have spent years in the manufacture of AI agents ready for the enterprise. Now, we are spreading Eligibility for clinical decision And Officially deployedAccess for equal providers and payers to participate with organizations like guide house to reduce costs, cost, and improve the process.
The thing that makes me the most enthusiastic is how this system is getting ready to feel More personEven when they handle more complications. With the accurate combination of technology and sympathy, AI can be both expanding and auxiliary – more accessible, more responsible and more personal.
The final views
Health care is under pressure from all directions. But in place of the right AI system, we jumped forward. We can remove delays, obstacles and incompetence that are on the path to great care.
If you are ready to discover how the talks and agents AI can raise your organization, let’s talk. The future of health care is not yet coming – it is already in motion.