#246 Revolutionizing Patient Care with AI: A Conversation with Michael Armstrong

Ever wonder how AI could revolutionize the healthcare customer experience? We've got Michael Armstrong, the CTO of Authenticx, joining us today to shed light on this fascinating intersection of tech and healthcare. Michael paints a compelling picture of using AI to analyze interactions from call centers to glean unique patient insights and address customer issues. He also explains why traditional surveys are falling short and how AI can fill that gap. We take a deep dive into the Eddy effect model and the safety events model, discovering how these AI models are used to measure friction, NPS and identify adverse events. Michael emphasizes the importance of relevant data sets in creating these models and how Authenticx ensures they're using the most pertinent data. We also explore how these models apply to call center conversations to foster better customer and patient experiences. Lastly, we delve into the future of AI, exploring the potential of AI in job replacement, answering customer queries, and revolutionizing customer experiences. We also discuss the importance of encryption, the effort that goes into redacting PHI, and how a single conversation can serve multiple purposes. Join us as we unravel the complexities of training AI algorithms and the challenges and opportunities that come with implementing AI. You don't want to miss this insightful episode! More about Michael and Authenticx: https://www.linkedin.com/in/michael-armstrong-938a526 https://authenticx.com