Payers can use AI to transform customer experience if they get their data together first - MedCity News

Lately, my colleagues and I have been fielding a lot of questions about artificial intelligence from health-insurance executives. Could AI power chatbots that answer members' questions about anything from doctors to deductibles to dieting – reducing their call-center costs? The answer: it could – but only if they first set up their data to enable these technologies. And more importantly, if they shift from thinking about customer experience purely as a cost driver. By bringing a new level of organization and sophistications to their data operations, payers can transform customer experience and unlock a new source of growth and profitability.