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AI-powered CX solutions making healthcare more equitable, accessible, efficient & human-centric: Maureen Chong

Shardul Nautiyal, Mumbai
Wednesday, June 11, 2025, 08:00 Hrs  [IST]

As India's AI healthcare market grows, organisations adopting responsible AI-driven customer experience (CX) solutions will lead the way in making healthcare more equitable, accessible, efficient and human-centric, states Maureen Chong, regional vice president (RVP) Asia & India, Zendesk.

Chong further explains that AI-driven customer experience is transforming both clinical and non-clinical operations. For manufacturers and distributors, AI-powered chatbots and virtual assistants help resolve support queries, track orders, and streamline inventory management, contributing to faster response times and higher satisfaction for partners and clients.

According to a Deloitte survey, 63% of healthcare executives report improved patient outcomes and operational efficiencies resulting from AI adoption. In hospitals, AI-enabled administrative tools reduce manual workload, enabling clinicians and staff to focus more on delivering personalised care.

India’s healthcare sector faces intense pressures driven by a population exceeding 1.4 billion and a doctor-to-patient ratio of 1:834–just under the WHO standard. With the healthcare market projected to reach US$ 638 billion by 2025, private players, healthcare manufacturers and digital health platforms compete for market share. In this high-stakes environment, hospitals and clinics focus on delivering personalised care and building trust, while manufacturers and distributors prioritise operational efficiency, reliability, and responsiveness.

“People are increasingly "shopping" for healthcare solutions—reading reviews, comparing quality and scrutinising supplier performance. At a time when 85% of Indian consumers say a company’s customer service is the battleground for their loyalty, healthcare providers and industry partners are under pressure to balance operational excellence with empathy at scale,” Chong adds.

Healthcare in India is often strained by high patient volumes and infrastructure gaps, leading to challenges not just in medical care, but across the entire value chain from clinic to manufacturer. “In this environment, a positive customer experience—defined by clarity, responsiveness, and reliability—has become as important as professional credentials or established reputation,” Chong emphasizes.

According to Harvard Business Review, reputation for service, timeliness, and clear communication—all key parts of customer experience—are as important as formal rankings.

Meeting needs goes beyond medical treatment to encompass every touchpoint—how information, requests, and concerns are handled across hospitals, manufacturers, and service platforms. With nearly 40% of health expenditure paid out-of-pocket and increased expectations from business clients, the need for genuinely supportive, efficient care intensifies. Stakeholders across the industry, including procurement managers, clinicians, and supply chain partners, increasingly expect efficient support, real-time updates, and consistent service at every stage.

“Now, consider the role of AI-powered CX across the entire healthcare continuum—not just during care, but in manufacturing, support, and distribution. For example, a hospital supply manager ordering key supplies expects quick, accurate responses and transparency at every step. An AI-driven CX platform can automate routine queries, provide real-time updates on product availability, and proactively offer empathetic communication to manage expectations or resolve delivery issues. Whether the “customer” is a patient, a clinician, or a partner in the supply chain, the goal is a seamless, reassuring process that builds trust and confidence,” Chong concludes.

 

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