Healthcare firms are using AI to automate tedious administrative tasksĬustomer representatives at insurance firms usually check databases for information like how the patient is insured and whether they would need to undergo any additional tests before the insurer can approve covering a procedure, Chow said.
The agents interact with the technology through a dashboard with buttons, which they can push to retrieve insurance and other information of the customer they're speaking with, according to Chow. They'd need to know - would their insurance cover it? Getting that answer can take days, but it's one of the data-heavy processes that some healthcare institutions are now looking to speed up with artificial intelligence.Īt the insurance company Humana, customer-service agents have been using an AI-driven tool called Automation Co-Pilot, by the tech platform Automation Anywhere, to help with those kinds of questions, said Yan Chow, the global healthcare leader at Automation Anywhere, who had also worked for decades as a pediatrician at Kaiser Permanente. It's standard practice for US patients to call their insurer when their doctor has prescribed them a new medication or test or procedure.
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