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cover of episode Can AI be empathetic? Reinventing client experiences

Can AI be empathetic? Reinventing client experiences

2021/5/27
logo of podcast Smart Talks with IBM

Smart Talks with IBM
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A
Anil Bhatt
G
Glenn Finch
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Anil Bhatt: Anthem公司正在将技术重点从传统的IT基础设施管理转向以会员为中心的解决方案，以改善会员体验。这包括开发个性化的、以预防为导向的医疗保健服务，利用数据分析来识别和解决会员的医疗保健需求。Anthem与IBM合作，利用人工智能技术来实现这些目标，并通过Sydney等AI系统提供更便捷、更有效的会员服务。 Anthem公司已经彻底改变了会员的注册和参与体验，从传统的纸质ID卡转变为数字化的、个性化的互动。AI系统Sydney能够主动提醒会员进行必要的医疗保健，例如接种疫苗。通过提供个性化的新闻推送、便捷的在线问答和基于会员历史的医疗服务推荐，Anthem致力于为会员提供更积极主动、更个性化的医疗保健体验。 Anthem利用其大量的数据来训练AI模型，从而获得对会员的洞察，并改善他们的体验。他们正在利用AI技术开发新的功能，例如营养追踪器，以帮助会员养成健康的生活习惯。通过持续收集和分析数据，Anthem不断改进其AI系统，以更好地满足会员的需求。 Glenn Finch: IBM正在与Anthem合作，利用人工智能来彻底改变会员体验。IBM的技术重点从纯粹的技术转向关注工作流程的技术，这使得他们能够与Anthem紧密合作，设计出更以人为本的AI系统。 IBM的Watson AI帮助Sydney与会员进行持续的对话，并理解他们的回应。通过构建一个对话模型，预测会员的后续问题和需求，Sydney能够提供更流畅、更个性化的互动体验。IBM在与其他行业的客户合作中积累的经验，帮助Anthem更快地部署和定制AI解决方案。 在AI系统中构建同理心体现在选择合适的措辞和语音语调。IBM致力于设计出能够与会员建立信任关系的AI系统，并提供积极、有效的互动。

Deep Dive

Chapters
The episode introduces Anil Bhatt and Glenn Finch discussing how AI is revolutionizing healthcare interactions by focusing on personalized experiences and proactive healthcare management.

Shownotes Transcript

In a time that’s been challenging for everyone, perhaps no other industry has been hit harder than healthcare. Anthem, one of America’s leading health benefits companies, needed to be ready to answer member questions at a moment’s notice. In this episode of Smart Talks, Malcolm talks to Anil Bhatt, Senior Vice President and CTO of Anthem, and Glenn Finch, Managing Partner of Global Business Services at IBM, about how AI is helping people interact with healthcare in a whole new way.

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