Our CEO Yuriy Kotlyar was recently interviewed by Healthcare Contact Center Times on the risks of using AI upfront in patient contact centers. However, AI can be a poweful back-end tool to improve agent performance, patient experience and revenue growth. Read the article here:

When you call the Ritz-Carlton or the St. Regis, a human answers the phone. No chatbot. No voicebot. Just a person, ready to help.

You might spend $2,000 on a weekend stay at one of these hotels. Meanwhile, a patient calling to schedule a $70,000 surgery often gets stuck in an AI loop, repeating themselves to a system that doesn’t understand — until they hang up in frustration.

If high-end hotels refuse to put AI upfront for their guest experience, why are healthcare organizations rushing to do it for their patients?

The Emotional Intelligence Gap

The appeal of front-end AI is obvious: reduce costs, handle more volume, free up human agents. 

But there’s a problem. AI lacks true emotional intelligence.

Emotional intelligence isn’t about detecting sentiment or analyzing tone. It’s about understanding the nuances of the human experience. The pause that signals hesitation, the slight edge in someone’s voice that indicates pain or fear, the cultural context that shapes how someone communicates.

AI can’t feel. It relies on pattern recognition to simulate empathy, but it consistently fails with complex human emotions like sarcasm, cultural references or the layered frustration of someone who has called five times to talk about an insurance claim denial. 

Healthcare patients aren’t calling about hotel reservations. They’re sick, in pain, anxious or angry. They need someone who can understand what they’re going through — not a system that gets stuck when they deviate from the script.

The Real Cost of Speed 

In voice interactions, speed is service. Human conversations happen in milliseconds. When an AI voice assistant is too slow to respond, callers get uncertain and start repeating themselves, thinking the system didn’t catch what they said.

The metrics tell the story:

• 34% of patients will hang up when they aren’t getting prompt service. 
• Conversion rates drop approximately 7% for every 100 milliseconds of delay. On the phone, “conversion” might mean keeping someone on the line long enough to schedule an appointment or answer a billing question. Faster response equals higher likelihood of success.
• 86% of consumers will leave a brand after experiencing two poor service interactions. Repeated slow or awkward AI conversations qualify as poor experiences. 

The ROI promise of AI — saving agent labor, handling more calls — only works if callers use it instead of hanging up or zeroing out to a live person in frustration.

The Better Solution: Agent-Assist AI

The future of healthcare call centers isn’t fully automated. It’s augmented.

Agent-assist AI keeps humans central while using technology to enhance efficiency and empathy. Instead of replacing the agent, it runs alongside them like a smart cheat sheet —looking up information in real-time, suggesting empathetic responses, checking provider availability and flagging when a caller’s emotional cues are escalating.

This approach delivers measurable results:

• 15% or more reduction in average handle time by eliminating manual searching and repetitive data entry
• 99% first-call resolution rates for appointment-driven interactions because agents have full context
• 10-20% reduction in total call center costs without offshoring or sacrificing patient satisfaction

How to Use AI at Your Contact Center

If you’re considering AI for your healthcare call center, here’s what you should do: 

• Don’t use conversational AI upfront for complex interactions like scheduling, clinical questions or anything requiring decision-making. 
• Use AI for simple, directional tasks: FAQs, directions to your facility and basic information that doesn’t require interpretation. 
• Invest heavily in agent-assist technology that makes your human agents better, not obsolete. Real-time transcription, sentiment analysis, instant lookup of patient history and provider schedules — these tools reduce handle time while maintaining the human connection patients need.
• Train your agents continuously. Your agents need ongoing training on de-escalation, empathy, and call center etiquette. 

If you’d like to learn more about how to use AI to improve call center operations, as well as the patient experience, set up a quick meeting with us or call 1 (800) 307-7131