AI improves health insurance, but human help still needed: Talkdesk
CALIFORNIA, UNITED STATES — A recent survey by cloud contact center provider Talkdesk revealed that artificial intelligence (AI) is set to transform the healthcare insurance experience, yet the human element remains indispensable.
An overwhelming 91% of consumers consider customer service a critical factor when selecting or retaining their healthcare insurance plans. This underscores the importance of balancing technology with personal interaction.
AI’s role in streamlining processes
The survey indicated a growing acceptance of AI for routine tasks within healthcare insurance. About 73% of consumers are comfortable using chatbots for activities like locating in-network providers or checking prescription coverage.
Additionally, 55% of respondents believe AI tools are central to improving efficiency in the sector. Notably, there is a gender disparity: 66% of men versus 46% of women are confident in AI’s ability to enhance service efficiency.
The essential human element
Despite enthusiasm for AI, the survey highlights the irreplaceable value of human interaction for complex or emotionally charged tasks.
A significant 77% of respondents prefer discussing claims with a human representative, and 72% favor human interaction for tasks requiring empathy or nuanced decision-making.
Interestingly, while humans are perceived as more courteous (48%), they are also seen as more prone to discrimination in sensitive health matters (55%).
Generational differences and challenges
The survey revealed stark generational differences in perceptions of healthcare insurance services. Younger consumers aged 18-24 are particularly critical, with 34% likening their experience to “pulling teeth.”
They also report higher instances of perceived discrimination (36%). In contrast, those over 54 express greater satisfaction with current services and a stronger motivation to enhance their well-being (63%).
Addressing service gaps
While two-thirds (68%) feel informed about their care options and coverage, significant gaps remain. Nearly a quarter (24%) have been hindered from receiving care due to complex insurance processes, and over a quarter (29%) suspect they have overpaid due to confusion.
Moving forward: Balancing technology and humanity
The findings suggest that while AI can significantly improve efficiency and personalization in healthcare insurance, maintaining a strong human connection is crucial.
Patty Hayward, vice president at Talkdesk, emphasized the need for balance: “These results are a wake-up call for our industry… Providers who nail this balance—leveraging tech while keeping the human connection strong — are the ones that will come out on top.”
The Talkdesk 2024 Healthcare Payers Survey was conducted on August 30, 2024. It surveyed 1,500 American healthcare consumers aged 18 and above about their views on AI’s role in enhancing the healthcare insurance experience.
