Voice assistants are increasingly integrated into healthcare, not to replace human interactions but to alleviate administrative burdens. In various clinics in the US, AI voice tools are automating tasks such as making calls to insurers and handling paperwork, which traditionally occupied staff for long hours. An example is Cencora, which uses AI developed by Infinitus to streamline benefit verifications. This innovation allows employees to devote more time to meaningful patient interactions, addressing critical pain points in the healthcare system.
There are a lot of administrative phone calls that have to be made. Internal audits show benefit verification calls at Cencora can take up to 90 minutes.
Jain said the idea came after seeing Google's AI for making phone calls and realizing similar tech could tackle healthcare's chronic hold-music problem.
Human staff handled every call, but as demand grew, Cencora turned to Infinitus to help automate the process of verifying benefits.
Voice AI is less about replacing human connections and more about filling gaps and freeing up staff from busywork in healthcare.
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