How Emerging Technologies Are Transforming Healthcare Communication Platforms

With just about everyone walking around with access to their favorite restaurants, entertainment sources, and friends with the opening of an app, the demand for instant, smarter, and more intuitive communication is at an all-time high. In the healthcare industry specifically, patients now expect this same convenience and personalization from their doctors and nurses. While much of this change can be attributed to the rapid adoption of smartphones, we at TeleVox are focusing on the emerging technologies that will bring about the next big fundamental shift in healthcare access and delivery.

This article will explore how innovations in communication platforms – including intelligent virtual agents (IVAs), self-service tools, and conversational AI – are meeting increased patient demand and reshaping the patient-provider relationship.

The Rise of Smart Technology in Patient Engagement

In many ways, the healthcare industry is at a pivotal stage in technology development and meeting patient demands. On the one hand, some patients might never place a phone call to an office, or if they do, they certainly won’t tolerate being placed on hold for minutes on end to get a simple question answered or schedule an appointment. They want fast options to move on with their day. On the other hand, other patients or those managing chronic conditions may feel burdened by navigating digital tools to schedule repeated appointments or get prescriptions refilled. The human element means more to them, and it helps maintain trust and confidence in their provider.

These differing expectations have led to the rise of smart technology, particularly IVAs powered by AI and natural language processing. These tools manage routine inquiries, appointment scheduling, prescription refills, and pre-visit screenings without staff intervention. By streamlining these processes, IVAs reduce wait times and eliminate friction in accessing care. Instead of patients waiting on hold or for an email response, IVAs offer a conversational, intuitive interface in real time, which is crucial for maintaining trust and engagement. These smart platforms can be available 24/7, providing a level of accessibility that human staff alone could not meet.

Empowering Patients Through Self-Service

In addition to instant results, patients are also expressing a desire to have more autonomy in their healthcare decisions. Patients want to manage their own care, which means hospitals and physician offices need to provide tools that support self-service. From mobile apps and patient portals to automated phone systems and text-based reminders, the goal is to give individuals more control over their health journey.

The concern has always been that more self-service means less personalized care provided, but that’s proven not to be the case. In fact, empowering patients has shown to lead to better adherence, decreased no-show rates for appointments, and increased satisfaction. When done correctly, self-service allows patients to engage on their own terms and timelines, and federal data supports that they are willing to do so. In 2022, 75% of individuals were offered access to their online medical records, a 24% increase since 2020. Around 60% accessed those records, up 50% over the same time period, according to the Office of the National Coordinator for Health Information Technology (ONC).

Better Experiences and Outcomes with Conversational AI

The adoption rate of conversational AI tools such as ChatGPT went from skepticism to “all-in” seemingly overnight. A large part is due to the rapidly maturing interface and ability to coach the system to respond properly to inquiries. The application of these tools in healthcare is particularly compelling. Implementing conversational AI as a chatbot or SMS responder enables patients to interact with systems in a natural manner, breaking down barriers to access. Whether guiding someone through post-discharge instructions or assisting with a prescription question, these AI tools make day-to-day interactions simpler for patients and staff alike.

And again, this kind of immediate, intelligent response not only improves the patient experience but also has a direct impact on outcomes. Timely engagement helps ensure that patients take medications as prescribed, follow through with recommended action items, and understand care instructions. In essence, better communication leads to better compliance and better health.

Provider Benefits: Efficiency, Cost Savings, and Reduced Burnout

While we’ve largely focused on the patient benefits of these emerging technologies, it’s just as important to consider the impact on healthcare providers. In 2022, 46% of health workers reported feeling burned out, compared to just 32% in 2018. While COVID-19 was certainly a major factor, other reports of burnout were driven by administrative overload and ever-increasing patient demands.

Smart communication platforms offer a powerful solution. Automating repetitive tasks and handling common patient interactions via AI tools will free up staff to focus on higher-value activities that require a more personal touch. This shift not only improves operational efficiency but also contributes to a more enjoyable and sustainable work environment for healthcare teams.

Additionally, the cost savings are significant. Automating routine tasks like appointment confirmations, bill reminders, and intake processes reduces the need for manual labor and minimizes errors. Practices become more efficient and patients receive more responsive care, benefiting both in the short- and long-term.

Physicians have taken notice, and not just for patient engagement. According to the American Medical Association, 66% of physicians used healthcare AI in 2024, a 78% increase from the previous year. These tools support documentation, diagnosis, and care planning, helping to improve the quality and efficiency of care delivery.

Looking Ahead: The Future of Patient Communication

The market for AI in patient engagement is projected to reach $7.18 billion this year, meaning hospitals and provider offices must adopt a strategy now for how they will address patient communication moving forward. As technologies like AI, machine learning, and predictive analytics evolve, we expect more personalized and proactive engagement strategies. However, this communication must remain clear, timely, and empathetic to the patient. Successful organizations will be those that find a system that utilizes emerging technologies that integrate seamlessly into their workflows, supporting both patients and staff.