The Future of Healthcare – 5 Innovative Solutions in Action

The use of AI, automation, and analytics is reshaping the healthcare industry. From reducing email response times to enhancing the accuracy of diagnostics and personalizing patient experiences, technology is becoming an increasingly vital tool for healthcare providers globally.

Want to find out more? Here’s how 5 innovative applications of AI, automation, and analytics are helping contact centre leaders overcome challenges, improve outcomes, and reshape the future of healthcare delivery.

1. Simplyhealth: Reducing Email Response Times and Cutting Complaints Volumes

Serving over 2.5 million customers, Simplyhealth has embraced AI-driven transformation to enhance customer service and streamline operations. Leveraging Salesforce’s Einstein AI solutions, the healthcare provider has made significant strides in efficiency, satisfaction, and accessibility.

Central to their efforts has been the adoption of conversational AI, which now resolves 40% of customer calls independently. This integration has also dramatically reduced email response times – from 12 minutes down to just 1 minute.

Beyond responsiveness, AI-powered automation has revolutionized Simplyhealth’s claims process. By automating claims below a calculated risk threshold, the company achieved a 99% satisfaction rate and cut complaint volumes from 600 in January 2023 to just 24 by late 2024.

Incorporating AI has also allowed the firm to operate 24/7, including during holidays, while reducing repetitive workloads for employees. Anticipating further expansion, Simplyhealth plans to integrate AI into new channels like WhatsApp and predicts that within two years, 50–60% of queries could be handled by AI tools.

Find out more about how Simplyhealth Reduced Email Response Times and Cut Complaints Volumes

2. RedSalud: Driving a 20% Boost in Patient Bookings

Chile’s largest private healthcare provider, RedSalud, embraced a digital-first vision to improve patient outcomes and operational efficiency. By integrating Genesys Cloud into its operations, the organization centralized its contact centre systems, enhancing customer and employee experiences while cutting costs.

Serving 500,000 monthly calls, RedSalud transitioned from legacy technology to a unified platform that manages inbound and outbound communications, emails, and WhatsApp interactions through a single interface. This shift has equipped the company’s 500 agents with data-rich insights, enabling them to better understand and guide patients through their healthcare journeys.

The results:

20% increase in unique patient bookings due to streamlined appointment scheduling and 24/7 digital availability.
30% reduction in contact centre costs, redirecting savings to improve healthcare services.
Significant improvements in customer satisfaction and Net Promoter Scores (NPS).

Automation has played a crucial role, with Genesys Cloud orchestrating patient interactions across digital and non-digital channels. The platform’s open APIs and automated functionality have enabled faster innovation cycles, reducing downtime and offering scalable solutions.

“Our patients welcome digital services for basic tasks like appointment scheduling,” said Digital Patient Services Manager, Juan Neme. “With Genesys, we’re delivering more efficient, empathetic care while realizing cost savings to reinvest in our mission.”

Read the full case study on how RedSalud Accelerated Digital First Healthcare with Genesys

3. Caring For You: Reducing Average Call Wait Time From 20–25 Seconds to Just 10 Seconds

Australian nursing agency Caring For You, which supports over 8,000 members nationwide, has embraced Zoom’s AI-driven communication tools to manage surging demand.

The integration of Zoom’s omnichannel platform has transformed Caring For You’s ability to manage up to 2,000 daily calls effectively. The average call wait time has been reduced significantly, dropping from 20–25 seconds to just 10 seconds.

With geographic redundancy, calls can also now be seamlessly redirected to other offices, maintaining service continuity during outages or peak times.

In addition, Zoom’s AI-powered tools have enhanced agent efficiency by providing real-time performance insights and routing calls, webchats, and SMS through a unified system.

This integration eliminates the need for agents to juggle multiple platforms and ensures clients can choose their preferred communication method without disruption.

Read the full case study on how Caring For You Exceeds Pandemic Demands and Grows Business with Zoom

4. Classpass: Increasing Adherence by 12% (Even as Contact Volumes Grow)

Classpass, a wellness marketplace operating across 30 countries, faced escalating customer service challenges as contact volumes surged post-pandemic.

Managing fluctuating peaks and valleys in customer enquiries, the team’s manual scheduling processes couldn’t keep pace, leaving workforce managers struggling to forecast staffing needs accurately.

By late 2022, the support function sought a more agile solution to ensure agents were prepared to address both member and partner enquiries.

The team turned to Assembled, a workforce management platform designed for digital-native operations.

Integrating with Zendesk Messaging, Assembled provided the team with real-time adherence visibility and accurate forecasting, transforming their ability to respond to customer demands.

Classpass increased adherence by 12%, even as contact volumes grew, while maintaining workforce manager headcount. With greater visibility into agent activity, scheduling became more efficient, reducing costs and improving response times.

Find out more about how Classpass Saw 12% Increase in Adherence with Assembled

5. APM: Reducing Email Handling Times From 30 Minutes to Under 10 Minutes

APM, an international human services provider, supports over two million individuals across 11 countries through its workforce of 14,000 employees.

Despite its rapid growth, APM faced operational challenges due to reliance on four legacy contact centre platforms, which created inefficiencies and hindered productivity.

To address these issues, APM successfully transitioned to Genesys Cloud in 2022, completing the rollout in just six months without disruptions to customer service or staff performance.

By integrating all contact centre functions into a single platform, APM eliminated the need for multiple applications, reducing email handling times from 30 minutes to under 10 minutes.

Productivity gains allowed the company to maintain its headcount despite rising interaction volumes, saving $1 million annually.

The switch has also enhanced APM’s tendering capabilities. With improved reporting and compliance features, APM can now cater to clients requiring advanced functionality and stringent data regulations, including government contracts.

The platform’s flexibility enables seamless staff reallocation across business units to meet fluctuating demands.

Find out more about how APM Streamlines Contact Centers and Improves Client Service with Genesys Cloud

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The Future of Healthcare Is Being Redefined

The future of healthcare is being redefined by the transformative power of AI, automation, and analytics. These innovative technologies are not just tools for efficiency; they are enablers of better patient experiences, improved operational outcomes, and more sustainable healthcare delivery.

As these five case studies show, the integration of AI-driven solutions is not a distant goal – it’s happening now, with measurable results.

Healthcare providers worldwide have an unprecedented opportunity to embrace these innovations and reshape the industry for the better. The question is no longer if these technologies will transform healthcare, but how your contact centre will harness them.