Humans and AI need to work together to address medical challenges
Combining human intelligence with artificial intelligence can solve the challenges faced by individuals in the field of medical information, resulting in a better customer experience and higher operational efficiency. This is according to research from a pharmaceutical company, which shows that combining artificial intelligence with human factors can ensure a better MI experience for patients and medical professionals.
Before the pandemic, the MI team was already facing an increasing number of requests from new channels and rising expectations for consumer-quality customer service experiences. During COVID-19, these pressures have increased dramatically and the demand for information has surged. Up to 40% of these people come in the evenings and weekends, when there are fewer qualified people available to request on-site.
Conversational AI combined with human intelligence
For many businesses, the solution may lie in technology and innovation. Customers want quick and complete answers, and they may not mind whether the information comes from humans or artificial intelligence.
Current automated MI technology already has the ability to handle these requirements. These tools leverage artificial intelligence and natural language processing to explain and respond to even the most complex questions. They are able to instantly search relevant databases to generate the right response using almost human language, bringing a customer-centric approach to every interaction.
According to IBM, artificial intelligence can help provide around-the-clock support through chatbots that can answer basic questions and connect patients with resources when providers' offices are not open. AI may also be used to classify issues and flag information for further review, which may help alert providers to changes in health that require additional attention.
Humans and AI working together
According to research, about one-third of pharmaceutical companies plan to build new AI capabilities at scale for their MI business in 2022 and 2023, improving Capabilities, global consistency and cost reduction are three major benefits of adding AI agents to their human MI support strategy. While senior leaders placed limited value on 24/7 support, MI professionals cited 24/7 availability as the primary benefit, followed by compliance, accessibility, and accuracy.
Among respondents, the main deterrents were the perception that a human approach is more personal to the customer and cost, closely followed by the perception that the knowledge and personalization of human experts is superior to what AI can provide of.
Despite some concerns, an MIT Technology Review Insights survey of more than 900 healthcare professionals found that healthcare professionals are already using artificial intelligence to improve data analysis. Enable better diagnosis and treatment predictions and free medical staff from administrative burdens.
The development of NLP is key to the future of MI
The use of NLP may involve the creation, understanding and classification of clinical documentation and published research. NLP systems can analyze patients' unstructured clinical records, prepare reports, transcribe patient interactions, and perform conversational artificial intelligence.
Conversational AI can be seamlessly integrated with AI teams, allowing AI to focus on more complex tasks. AI can understand and support MI across multiple languages and channels and is always available, providing true “on-demand” support.
However, this is not a plug-and-play solution. Achieving the seamless integration of artificial intelligence and human intelligence requires pragmatic mastery of new technological approaches, with human-led design and delivery at every step of the process.
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