Transformative AI for Healthcare Customer Service: Auto-Documentation of Compliance-Critical Questionnaires

Over the last two decades, the population across the world has increased exponentially so as the number of healthcare requests. Especially, post-COVID the number of customer service calls for various healthcare related queries across the healthcare providers has increased by 65% [1]. The staffing shortages have made it harder for the providers to answer every call in a defined time. Also, 60% of users reported that they have higher waiting times, which is very frustrating and doesn’t leave a pleasant impression on the users’ mind. In our survey with customer care representatives across the various healthcare providers showcased that the majority, 75% - 80% of the time spent on a call is taken to document compliance critical questions which are manual and tedious. This paved path to our study on developing an AI-powered live transcription agent that simultaneously converts voice interactions to text, extracts answers to predefined clinical/billing questions, and provides real-time feedback to healthcare customer service agents regarding unanswered queries. This work establishes a new paradigm in the healthcare customer service realm with possibilities of transforming the healthcare infrastructure across the nation.