Healthcare Case Study: AI-Powered Customer Experience Automation

Patients and members of the healthcare industry demand more than clinical excellence—they expect seamless, personalized customer service experience that reflects both convenience and efficiency. Don't we all?

With PanTerra Networks and Five9, healthcare providers are now leveraging AI-powered self-service tools to elevate both patient (PX) and customer experience (CX).

Let’s see - by the numbers - how these innovations are reshaping the future of healthcare communication and delivering measurable results.

The Shift Towards AI-Powered Customer Experience Automation

By 2025, AI-driven contact centers are projected to handle significantly more transactions, signaling a shift toward smarter, faster, and more efficient customer support [1].

• 92% of healthcare leaders prioritize AI and machine learning as the most transformative technologies [3]. 
• Millennials and Gen Z patients, who make up over 150 million individuals in the U.S., expect online scheduling and app-based access—features that AI enables seamlessly [4].
• Even Baby Boomers are embracing digital healthcare tools, with 64% actively engaged in online health activities [6].

The integration of Intelligent Virtual Assistants (IVAs), Interactive Voice Response (IVR) systems and mobile/web platforms is transforming the way healthcare providers interact with patients. For the better, of course, as the data below shows us.

See our previous case study of customer experience in healthcare for further insights.

Personalized Customer Service Experience with Empathy and Efficiency

Patients overwhelmingly value tailored healthcare experiences, with 72% seeking personalized, tech-driven solutions to meet their needs [5]. 

And by integrating Five9 through PanTerra, providers can:

• Deliver empathetic, data-driven interactions that build trust and loyalty.
• Leverage real-time patient data for customized communication.
• Automate repetitive tasks, allowing healthcare teams to focus on meaningful connections.

Adding to that, at least 60% of Millennials and Gen Zers are commonly researching providers via smartphones or tablets [4].

It's never been this crucial to deliver engaging digital experiences in the industry.

Digital Customer Experience Outcomes

Almost 60% of the contact centers surveyed saw improving self-service systems as a priority in 2024.

A top reason for that is how automated self-service reduces wait times and improves first-contact resolution rates.

The seamless integration of PanTerra Networks and Five9 helps healthcare providers offer immediate, relevant answers that meet those high expectations.

Plus, IVAs ensure 24/7 availability for basic inquiries, while complex cases are escalated seamlessly to human agents.

There are many real-world case examples of intelligent customer experience automation that can lead to real, impactful business growth.

Take Action and Elevate Customer Experience in Healthcare

Join leaders in the industry with state-of-the-art customer service experience and discover the power of AI-driven communication.

Discover more case studies on how PanTerra Networks and Five9 can help your business grow.

Sources for Key Stats

1. “AI in the Contact Center: A Roadmap to Success and Transformation,” Metrigy Research Corp., 2024.
2. DMG Consulting, LLC Contact Center and AI Goals and Investment Priorities for 2024 Summary of Findings
3. Gartner 2023 CIO Agenda Insights for Healthcare Providers infographic
4. “Prioritizing Online Patient Scheduling Is Imperative In Today's Retail World,” Forbes, May 2023.
5. “What Patients Want: Personalized Healthcare Experiences,” Rendia.
6. “Digital Healthcare Adoption Surges Among Baby Boomers, Defying Stereotypes,” The Healthcare Technology Report, December 20, 2023.
7. “Healthcare Provider Reviews Drive Patient Acquisition,” Press Ganey, 2024.