However, the author also notes that the implementation of such technology in healthcare is not imminent, with retail call center agents likely to adopt it before healthcare professionals. The sensitivity of health data calls for strict safeguards and regulation, particularly as the rapid development of AI technology has caught the world off guard. Despite the potential risks, the author believes that sentiment analysis could play a critical role in enhancing the patient experience.
Key takeaways:
- Sentiment analysis, or opinion mining, uses AI and machine learning to evaluate language and determine the emotional tone being expressed. It's seeing a surge in advancement and growth, particularly in healthcare, where it can improve patient experience and care.
- In virtual care settings, emotional recognition AI can be highly valuable. It can assist with repetitive tasks, gauge caller emotions, and help inform improvements in future interactions. It can also guide healthcare professionals in effectively navigating virtual engagements.
- Despite its potential, the adoption of this technology in healthcare is not imminent. Retail call centers are likely to incorporate emotional AI before healthcare professionals fully integrate it into their workflows. This is due to the slower implementation of technology for enhancing patient experience and communication in healthcare compared to consumer engagement efforts.
- Regulation is essential for AI, particularly in the context of healthcare where personal health data and health-related conversations require strict safeguards. Governments are recognizing the need to balance cutting-edge tech against national security and consumers’ rights, and are working to develop safeguards quickly given the rapidly evolving nature of AI technology.