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AI: The Secret Weapon for Healthcare - Sestek - ContactCenterWorld.com Blog

AI: The Secret Weapon for Healthcare

With any tool, technique, method or system they developed, humans lead to reorganization of the natural, spatial, temporal conditions which created and defined them. Let’s take AI, for example.

There is no field where AI does not interfere, interact, lead to change, or improve. Of course, one of the most important issues of our life is health. And the use of artificial intelligence in health has already started to transform this field.

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Physicians have been performing analysis, diagnosis and treatment for hundreds of years. They accumulate and convey what they know and experience verbally and in writing. This is how medical science / art / profession has evolved and continues to evolve. Of course, medicine is not an isolated field, developments in the fields of biology, anatomy, physiology, etc. have led to the development of medicine. Moreover, the development of engineering disciplines, the development of many fields from genetics to imaging, from biomedical devices to hygienic issues have greatly contributed to the development of medicine and human health.

Especially, the amount of data growing day by day and the increase of analytical applications will contribute to the development of analysis, diagnosis and treatment methods. As the work done previously by  human mind is done through the algorithm, error rates will decrease, sensitivity will increase and as a result, more lives can be saved, life expectancy will be longer, health quality will increase, health spending will decrease.

Especially if AI comes into play, human errors will decrease, sensitive diagnoses beyond the human mind will be made, the best treatments can be developed based on the data collected worldwide, even preventive measures can be taken based on the predictions, and recommendations and actions can be produced to eliminate diseases.

Medical Solutions Powered by AI

We can already talk about many medical solutions powered by AI. The first examples that come to mind are applications related to personal health assistance. One of them is ADA. Ada’s core system connects medical knowledge with intelligent technology to help all people actively manage their health and medical professionals to deliver effective care.

Another one is Apple’s iOS Health. This health app consolidates data from your iPhone, Apple Watch, and third-party apps you already use, so you can view all your progress in one convenient place. You  can see your long-term trends, or dive into the daily details for a wide range of health metrics.

The use of artificial intelligence in medicine is no longer a myth. Now, the greatest assistant of doctors in every field are algorithms, machine learning systems and robots equipped with many abilities…

AI revolutionizes health as it does in every area of our lives. Health services worldwide are also significantly affected by this change. Machine learning and AI affect physicians, hospitals, and all other health-related areas.

According to Eric J. Topol’s article published in the journal Nature Medicine, everyone in the healthcare industry, from specialist doctors to first aiders, will use artificial intelligence technology in the near future.

According to GE’s projection, the artificial intelligence market for the health sector will exceed $ 6.5 billion by 2021. Considering that 39 percent of decision makers in the health sector plan to invest in machine learning and predictive analysis systems, this figure will increase further in the coming years.

How will AI Contribute to Our Health?

So, how will AI, ML and algorithms create changes in hospitals and contribute to our health?

AI-supported Diagnosis

We can say that the most benefited area is and will be the diagnosis of diseases. Accurate detection of diseases requires years of medical education. Diagnosing even after this training, is challenging and time- consuming. In many areas of medicine, the fact that the demand for specialists has exceeded the supply puts physicians in stress, and the diagnosis of diseases is further delayed.

Machine learning - especially deep learning - algorithms have made great progress in the automatic diagnosis of diseases recently, making the diagnostic process cheaper, easier, and more accessible.

Machine learning is useful in the following similar areas, where the diagnostic information examined by physicians is digitized:

– Lung cancer and stroke diagnosis by analyzing computed tomography scans

– Determination of the risk of sudden heart attack by analyzing electrocardiograms

– Classification of lesions by analyzing skin images

– Determination of diabetic retinopathy indicators by analyzing eye images

Thanks to the abundant data available in these areas, algorithms can be as successful as specialist physicians on the diagnosis. The only difference is that algorithms can diagnose in a very short time and can do this cost-effectively from anywhere in the world.

AI is especially popular in the field of Radiology. More than two billion chest X-rays are taken each year in the world. According to the researches, AI algorithms are more successful than people in evaluating these X-rays and diagnosing diseases. In addition to X-ray films, these algorithms are used in all kinds of medical imaging systems such as CT, MR, echocardiogram, and mammography, and results are obtained at speeds up to 150 times compared to humans.

According to studies, physicians spend much more time on data entry and desk work than they do actually talking to and engaging with patients. When processes like data entry and analysis of test results are automatedAI systems will alert and inform doctors about potential problems, enabling them to be more interested in patients and interpret signals more healthily. Considering that the world population is getting older and the need for a doctor is increasing, every second gained can lead to the survival and prolongation of many people.The question of whether AI or physicians are also on the popular side of the issue. In emerging countries such as China where there is an acute shortage of trained doctors, “Doctor vs. machine” competitions are very popular. This is illustrated by the Chinese TV broadcast of the brain tumour diagnosis and progression prediction competition between a team of 25 expert doctors against the Biomind artificial intelligence (AI) system. The 2:0 win of the AI over the humans in analyzing brain images gained high visibility in China.

AI-supported Surgery & Drug Development

Another area where artificial intelligence is used in medicine is surgery. AI systems can guide surgeons during the operation by analyzing patient data before surgery. Systems can also combine data on past surgeries and develop new and more effective surgical techniques. Researches show that complications are reduced by five times, and hospital stay is reduced by 21 percent in AI-supported operations.

Another field that uses artificial intelligence is drug development. Developing drugs is a very expensive process. The majority of analytical processes during drug development can be carried out much more effectively by machine learning. This will shorten years of work and reduce millions of dollars of investment.

AI is successfully used in all four basic stages of drug development:

– Determining the targets to be intervened

– Identifying potential drug candidates

– Acceleration of clinical trials

– Finding biomarkers for the diagnosis of the disease

AI-supported Personalized Treatment

The last area powered by AI on which I want to talk about is Personalized Treatment. Different patients react differently to medications and treatments. Therefore, personalized treatment is critical to prolonging patients’ lifespan. However, it is not easy to identify the factors used to determine which treatment method to choose.

In the article of Doctor Bertalan Meskó, who describes artificial intelligence as “the stethoscope of the 21st century,” it is stated that AI will make the “uniform” treatment history and suggest personalized treatments, therapies, and medications.

Machine learning can automate this complex statistical study and identify indicators that will be used to determine the patient’s response to a particular treatment. The system learns this by cross-evaluating similar patients by comparing the treatments and results applied to patients. The resulting predictions can make it easier for doctors to determine which treatment to apply.

For example, colorectal cancer patients in Brazil usually refuse the surgical removal of the colon because of cultural reasons. That’s why oncologists turn to methods such as radiotherapy and chemotherapy. However, only 20 percent of patients respond positively to these methods. So, how will it be determined which patient is in this 20 percent group? Here, deep learning algorithms come into play. Algorithms scan the data of patients and determine the appropriate treatment method in a short time and accurately.

AI and the Coronavirus

It is obvious that AI makes remarkable contributions to healthcare.  And a question comes to mind since it is high on the agenda: What about coronavirus? Although the spread of the virus is a very recent development, AI-powered applications for virus diagnosis have already appeared. AI company Infervision launched a coronavirus AI solution that helps front-line healthcare workers detect and monitor the disease efficiently. Imaging departments in healthcare facilities are being taxed with the increased workload created by the virus. This solution improves CT diagnosis speed, they claim. Chinese e-commerce giant Alibaba also built an AI-powered diagnosis system. They claim it is 96% accurate at diagnosing the virus in seconds. Let’s hope that AI contributes to the development of an ultimate solution to stop the spread of the disease.

Conclusion

The global willingness to use artificial intelligence and robots is increasing.We can say that the main factor in this increase is the desire for faster, intuitive and low-cost health services. Trust in technology is critical for increased use and acceptance; however, ‘human relations’ remains a key component of the health care experience. So, it looks like we will be able to get the most effective results when we combine the power of AI with humans.

Source: https://www.sestek.com/2020/03/artificial-intelligence-ai-the-secret-weapon-for-healthcare/

Publish Date: March 28, 2020 5:00 AM


2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Advesus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



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