Healthcare providers have been urged to adopt automated, omnichannel communication solutions to enhance patient experiences.
Rachel Njiru, director of OP Africa at Infobip, a cloud communications platform, said these solutions not only enhance patient loyalty and satisfaction but also contribute to reducing operational costs.
She said these solutions enable providers to connect with patients through their preferred digital channels such as WhatsApp, Messenger, Live Chat, SMS and more.
Njiru spoke during a CEOs roundtable event hosted by M-Tiba, a local health insurance technology platform.
“Infobip offers a comprehensive suite of capabilities, including our omnichannel communications platform, Cloud Contact Centre as a Service, AI-enabled chatbots with drag-and-drop functionality, automated customer engagement, customer data platforms, as well as identity and security solutions,” she said.
Utilising a single omnichannel platform to engage with patients across various digital channels not only decreases patient wait times but also minimises missed appointments, thereby increasing overall patient satisfaction, Njiru said.
By implementing smart solutions such as chatbots and a cloud contact centre, patients can autonomously resolve queries, leading to increased efficiency and reduced workloads for healthcare staff. This allows them to dedicate more time to patient care rather than manual tasks.
Njiru also highlighted the untapped potential for health insurance companies to leverage connected data and technology to improve services.
She envisioned a future where insurers utilise real-time health data to proactively identify risks, personalise coverage and empower individuals to manage their well-being effectively.
“By leveraging connected data and technology, health insurers can revolutionise their operations, improve patient outcomes and reduce costs,” she said.
“From telemedicine and wearable devices to AI-powered diagnostics and blockchain-enabled security, the possibilities are endless.”
Infobip noted its omnichannel communication solutions empower insurers to deliver personalised experiences to policyholders.
In addition to chatbot-building platforms, the integration of digital contact centres enables insurance companies to personalise customer support, leading to higher satisfaction levels and increased loyalty among policyholders.
“Realising this vision requires more than just technological prowess; it demands collaboration. By working together, insurers, healthcare providers, tech innovators, regulators and patients can create a more efficient, personalised and preventative healthcare ecosystem,” Njiru said.
