AI-Powered Intelligent IVR in Healthcare
DOI:
https://doi.org/10.63282/3050-9262.IJAIDSML-V5I1P119Keywords:
Conversational AI in Healthcare, Hipaa-Compliant IVR Systems, NlP Patient Engagement, Value-Based Care Automation, Healthcare Contact Center AIAbstract
Artificial intelligence (AI) is rapidly transforming the delivery of care, and its application to the contact center is one of the most scalable and common opportunities to improve patient access to care. The article outlines the limitations of legacy Interactive Voice Response (IVR) systems, the root causes of that dissatisfaction and the operational inefficiency they have generated for decades, and a framework for a conversational AI-powered IVR system tailor-made for healthcare. The article describes how the system architecture, natural language processing, contextual dialogue management, and sentiment detection and analysis make the system more responsive to patient behavior and how the system performs on key functions such as appointment scheduling, medication reconciliation, and claims management and processing. The article also makes the case that compliance and governance are equally as important as biomedical and technical issues and that privacy protection, algorithmic fairness, and ethical accountability are mandatory in the deployment of AI-enabled systems. The article then discusses future research needed to produce evidence on real-world deployment and equitable access to the technology․
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