Quick Pulses of Full Conversation: Tachyons, Soundbites, Takeaways..
Democratizing AI: From Jokes to Real Adoption
So what, like, can you get more into this AI? Everyone's talking about this AI. Is it real? Come on. Like AI? Come on. Let's talk about it. I know. It's the buzzword. We were joking. We were at a customer site doing a quarterly business review and... There was the joke of, okay, we're not going to take a shot every time someone says AI, but it feels like it's a drinking game these days because everybody says AI in every piece of their discussions. But, you know, we've been working with AI since 2018. We made a fundamental decision that this was a really important evolution. So AI isn't new. What's new is these large language models, these large language models that are able to learn and to really democratize AI. Because it used to be you had to really program every little bit of those bots that you talk to with if-then statements. If someone says this, then say this. If someone says this, then say that. The large language models are really democratizing AI. They're allowing folks who don't have data scientists on board to really start adopting these things because you can actually program them by saying, okay, I want to have you point to this knowledge base, right? So you point to your knowledge base of these are the things that we want you, best practices of how we want you to handle appointment scheduling. We can point to that. The AI consumes it.
Shifting Focus: Clinical Care vs. Consumer Experience
What do you think is really stopping healthcare from seeing like healthcare that we want as a consumer right now? I mean, I'm not talking, I don't want to go way out there for something, but just that can be like solvable in 2025 that you would think that, Well, I think that, again, I talked about how core central tenant is clinical care versus consumer experience. So that needs to shift a little bit to, okay, what are the things that we can do in order to make this happen? So how do we start? First of all, I would say the key to getting ahead is getting started. And a lot of times we let sort of the overwhelming largeness of a project stop us from even getting started. So I think continuously improving, it's a journey. It's not a destination. Hopefully we will continue to always be evolving and making the experience better and better and better. And that's an important, I think, mindset to have, because a lot of times what I'll see is you set it and forget it. Right. You kind of set it up and you're like, OK, we're done. And now I'm out. You got to in order to do this right. You've got to continuously relook at things and figure out how to make it better.
Personalization in Healthcare: The Next Leap Forward
So it's a journey they all want to take and they all want to give a better experience to either their members or the patients or whatever. That's all central. So being able to help people be known if they've called in before, And if that happens, how do we get your information so that we can make you feel and understand what's happening? So I think that's for me, especially in 2025, we can do a lot better with that. That's probably like, you know, the layup where the technology is there today. There's no barriers. We're not waiting for a large language model to get better, to help people feel known and more personalized. We can do all of that stuff today and then we'll get better and better as we move forward.
Transforming Contact Centers into Active Care Partners
But when I came here, when I first was talking to TalkDesk about coming here, I was like, why would I wanna go into contact center, right? Like no contact center. And then I started to think, you know, when you think about the experience that you have today and you think about calling your doctor, I can tell you I've been with my primary care doc for 21 years. And every time I call, it's like I'm brand new. They don't have context on me. They don't know who I am. They don't know my journey. They're certainly not guiding me. And I thought, you know, there's a better way. I think we can build something different and unique here from the perspective of people who understand health care, who work in conjunction with health systems, as well as strategic partnerships with EHR. So we are a strategic partner with Epic and are in what they call their workshops. So we're co-innovating to look at, man, there is a better way. We have a lot of information on patients. We understand their journey. We should be able to have those conversations and and serve up information to those to those contact center agents so that they're not trying to dig through or worse yet they're just not because they're just going to answer the question they're not going to be an active part of the care team they're just there to answer the question that you ask so that was really the premise is how do we make health care more personalized from the perspective of when you call because there is nothing more personal than health care to us
Strategic Insights on Executing Value-Based Care
So what I, what I'm kind of hearing, if I was a smart health system or a smart payer, smart provider, I would be starting to see, well, Hey, how are we going to actualize this and monetize these VBCs, this value-based care and really execute it. And maybe actually working with someone like you might help. I'm just thinking that because you guys are getting, checking off all those boxes and actually getting those done. Yeah. I do think that, you know, I think it's important to work with someone who understands the system as opposed to just understands, you know, contact centers. I think it's important to have both.
Transforming Healthcare with Real-Time Data
I'm excited because when I'm hearing what you're, you're, you're really part of what, like where this healthcare system is failing. And, and I see so much, um, you know, with the fact that you're integrated, you're already in Epic, you're able to pull that data in real time. You're able to validate that. And then I'm sure at different levels, you might engage a nurse or clinician as you, depending on what's necessary. Well, we have a lot of nurse advice lines where people are calling in, like you talked about for your daughter, people being able to, you know, Hey, where should I go? Right. I, there isn't an appointment available this morning, but it's urgent enough. I'm going to direct you to my urgent care. Or if it's more acute, hey, look, you should probably take her to the emergency room. They can help guide you through the different levels of care that you need to access right away and to make sure that things are correct for you guys and you understand what you're dealing with.
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