What can ServiceNow AI do for the healthcare industry?

Grouping all patient care-related businesses under "the healthcare industry" is as oversimplified as describing our work as "something with AI." Thirdera, a Cognizant company, works with all businesses to prepare them for the future competitive landscape. Because we understand how the ServiceNow platform works down to the smallest detail, we can integrate legacy systems and configure workflows for every domain.

Healthcare providers, insurers, pharmaceutical companies, and medical equipment manufacturers each know their specific requirements, and they know that they have very different needs. What they share is a commitment to taking care of people, and if they are interested in efficiency and improving experiences for patients and staff, they probably have already installed ServiceNow. Analyzing that installation and making it work better is where we come in.

How may I help you?

The phrase is simple, but the actions behind it aren’t so easy. A patient or supplier might call with a simple question or perhaps that question might take a deeper degree of understanding. Maybe something about an appointment, or a query about a medication. We can implement virtual or AI agents that get users to the answers they need quickly by analyzing exactly what the caller is asking for and helping them achieve their goal. There’s learning involved here, as well as integration with a number of different systems, often across departments. There are also multiple ways to gauge the success of the interaction—whether the caller completed their original task successfully or the task was transferred to a live agent for fulfilment.

Deploying GenAI in this way increases the organization’s capacity to handle larger request volumes, and reduces the burden on live agents, so they can concentrate on more complex tasks. This is key to preserving a positive user experience.

Where (and when) does it hurt?

Call center automation has its benefits for healthcare consumers and for internal stakeholders. Where AI can make a life-saving impact for providers is in its ability to analyze large amounts of patient data to deliver actionable insights. The technology empowers healthcare organizations to deliver more personalized care and improve outcomes. Patients don’t have to be in a medical facility but can still have their conditions monitored and reviewed remotely.

When your patient isn’t a patient

Systems automation, including GenAI, is making healthcare providers more productive and efficient, and that assistance carries to the IT department. Adding natural language processing to network utilities helps IT staff identify issues and address them—often before users notice. In a healthcare setting, downtime can have serious repercussions, so the ability for AI agents to analyze network traffic and network health, then proactively address trouble spots isn’t merely a nice feature.

Now apply this proactive monitoring to resource allocation. Friday nights in the emergency room might be a little easier if the right equipment was located and in place beforehand. Incident prioritization and predictive analytics, in addition to proactive resource allocation, can streamline workflows, enabling faster decision-making and improved patient outcomes.

Privacy, protected

ServiceNow takes data protection seriously, so robust compliance features like data anonymization and secure processing are built in. This allows industries under the greatest amount of regulatory scrutiny, like healthcare, to integrate AI features without compromising compliance, ensuring that organizations maintain a balance between innovation and data privacy.

Thirdera is here to help

At Thirdera, our team of experts are ready to show you how to fully integrate ServiceNow AI into your information technology infrastructure plans. Investing in ServiceNow AI is helping healthcare organizations stay competitive, adapt to evolving patient expectations, and prepare for the future. See how we can help your organization optimize ServiceNow.