Your Patients Deserve Better: Implementing Voice AI for Trust and Engagement

Despite the convenience of modern technology, many healthcare practices still rely on outdated, repetitive processes that frustrate patients, like filling out forms multiple times. Voice AI has the potential to streamline administrative tasks, reduce waiting times, and improve personalization, but it’s crucial to balance technology with human interaction to ensure patient trust and care.

The following is a guest article published on Swaay.Health Marketing Community by Tamar Martirosyan , Senior Director of Growth Marketing at Steer Health .

Not too long ago, I booked an appointment with a dermatologist in SoHo, New York. The experience seemed promising from the start: a stylish office, a highly rated physician, and seamless booking through Zocdoc. But the moment I received a follow-up email asking me to send copies of my ID, credit card, and fill out forms I had already completed online, my excitement faded. It left me wondering: why, in 2024, are so many practices still lagging behind in patient engagement??

It’s not just a one-off incident. Across the US, patients are still forced to navigate cumbersome and outdated processes. In fact, a staggering 85% of patients express frustration over repetitive paperwork during the intake process. It’s a glaring disconnect in a world where convenience is king.?

In an era of AI-driven advancements, healthcare has the opportunity to enhance patient communication and elevate the overall experience during booking, registration, and beyond, especially with the help of Voice AI.?

However, it’s important to recognize that healthcare operates on a delicate balance. Not every interaction should be automated, and AI isn’t a one-size-fits-all solution. The key lies in using it judiciously to support, not replace, human touchpoints.?

When deployed thoughtfully, Voice AI can humanize and simplify those crucial pre-appointment interactions. It builds trust with existing patients by offering a seamless, efficient experience and fosters genuine loyalty that ensures they come back. But to achieve this, it’s vital to understand when and how to leverage AI in the patient’s journey.?

Let’s delve into the best practices for using AI in patient engagement and explore how to strike the perfect balance between technology and personal connection.?

Strengthening Patient Bonds with Immediate Access???

One of the most frustrating aspects of being a patient is waiting on the phone line. Whether it’s being stuck on hold, waiting for a callback, or simply navigating the labyrinth of healthcare bureaucracy, delays in communication can be disappointing.??

Delays often lead to high Call Abandonment Rates, meaning the percentage of patients that hang up before reaching a resolution. High abandonment rates can inhibit practice growth and patient retention.?

While Voice AI and Natural Language Processing Models may not be a cure-all for delays during complex medical visits, they do offer a powerful remedy for many of these day-to-day frustrations. In fact, studies show that AI can reduce patient phone hold times by up to 40%. ?

As a marketer, however, I see the need for a clear distinction between new and existing patients and how to engage them rightfully with AI. New patients, who have never met the team, expect personal attention—a real human answering the phone and registering their details correctly. They are building trust from scratch.?

For existing patients, the expectations are different. They’re familiar with the clinic and the staff. For them, Voice AI can quickly handle routine tasks like appointment booking or insurance verification almost instantly, just as if they were speaking to a live representative. And here’s the real opportunity for AI to cut out half the waiting time for scheduling appointments, managing them, and handling routine requests.?

Personalization to Build Trust?

If you’re a patient, you don’t want to repeat your medical history each time or remind front office staff about your appointment schedule. A truly great experience comes from personalized attention, minimizing the need to repeat information when discussing upcoming payments, appointments, or medication refills.?

Here’s where Voice AI has a huge advantage—it learns and personalizes interactions over time. The more a patient interacts with the system, the better it gets at anticipating their needs, meaning it can provide personalized attention within a fraction of time.?

However, there are situations where front-office staff are indispensable, particularly when empathy and a human touch are required. In these scenarios, the most effective approach is to use AI technology that is trained to recognize patients who may be experiencing emotional distress or complex issues. For example, when a patient calls and the AI detects signs of distress or urgency, it can immediately route the call to a human representative for necessary support. This not only ensures that patients receive the care and attention they need but also underscores the practice’s commitment to valuing their well-being. By seamlessly integrating technology with human intervention, medical practices can demonstrate their dedication to patient care and build a deeper sense of trust and connection.?

This balance between AI and human touch is a win-win. AI handles administrative tasks like appointment scheduling or answering common questions, freeing up staff to focus on patients who require a human touch. This combination—efficiency from technology, empathy from humans—is powerful.?

Data Security and Privacy??

One of the biggest concerns in healthcare today is data security. Patients often hesitate to share personal information over the phone or via email, and for good reason. The idea of divulging sensitive health concerns to a real person can be daunting.??

This is where Voice AI systems are clearly advantageous. They can securely handle sensitive data like insurance details, social security numbers, and medical histories, all while maintaining a level of anonymity that traditional methods struggle to provide.?

Let’s not forget that trust in AI solutions hinges on rigorous security protocols. Just as you would train your staff on medical privacy rules and ensure your EHR has a robust cybersecurity system, AI solutions must be equally trustworthy.?

Any breach of protected health information (PHI) can shatter patient trust, making it essential to work only with vendors who comply with stringent standards such as HIPAA, GDPR, and ISO 27001.??

This means that when evaluating technology solutions and engaging with vendors, healthcare practices must prioritize those with systems that offer robust access controls, encryption, and continuous security monitoring. Only by ensuring these safeguards can healthcare providers confidently integrate AI into their operations, knowing that patient data is protected at every step.?

It’s the Right Time to Take Advantage of Voice AI?

In a world where so many healthcare interactions are still mired in manual processes and delays, Voice AI offers a way to cut through the red tape. It handles tasks faster, answers questions instantly, and helps patients feel heard and valued.??

At Steer Health, I’ve seen firsthand how clients leveraging Voice AI have transformed their practices. The results are astounding—an approximate 70% reduction in inbound calls, quicker appointment bookings, and, most importantly, higher patient satisfaction.?

Yet, human interactions remain uniquely valuable. An AI system that can recognize nuances—such as whether patients are new or existing, in distress, or seeking resolution for issues that only a trained professional can address—ensures a balanced approach to patient engagement.??

This means that with the right AI solution and training decisions, practices can then maintain a harmonious balance between technology and human interaction. Overall, this helps to create a more efficient, empathetic, and patient-centered experience, that, in turn, will lead to long-term practice growth.?

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