AI's impact on customer experience | HCLTech

From algorithms to action: AI's impact on customer experience

In Australia, organizations are turning to artificial intelligence and its subset, GenAI, to improve customer experience across a wide range of industries, including healthcare and financial services
7 minutes read
Sadagopan Singam
Sadagopan Singam
EVP, Global Head of SaaS and Commercial Applications, Digital Business Services, HCLTech
7 minutes read
From algorithms to action: AI's impact on customer experience

In a world where data fuels innovation and advancement, its importance is particularly pronounced in healthcare and financial services. This was highlighted during the Salesforce World Tour Sydney, which concluded last week.

At the forefront of this data revolution are AI and ML, with generative AI (GenAI) emerging as a pivotal tool for data-driven initiatives. A report by Microsoft underscores the immense potential of GenAI, projecting a substantial contribution of AU$45-115 billion annually to Australia’s economy by 2030 with healthcare and financial sectors expected to reap AU$5-13 billion each.

Australia's proactive stance toward embracing GenAI is evident through strategic investments. The Australian government recently announced a AU$101.2 million investment in the May 2023-24 budget to assist businesses in integrating quantum and AI technologies into their operations. This move not only reaffirms the government's commitment to generating 1.2 million tech-related jobs by 2030 but also bolsters local expertise and adoption of these advanced technologies.

As healthcare and financial services undergo a significant evolution driven by the incorporation of digital technologies, they are witnessing a paradigm shift in service delivery, accessibility and management. These digital solutions not only optimize operational efficiency but also elevate the standard of personalized services to unprecedented levels.

Beyond automation: GenAI’s impact on everyday life

By accessing internal data that was previously unavailable, GenAI has the potential to generate fresh connections within and between organizations, heralding a new era of collaboration and efficiency. In Australia’s financial sector, GenAI is already making waves, revolutionizing customer support and streamlining complex processes.

Financial institutions are leveraging AI to alleviate tedious tasks such as lodging claims, setting up superannuation funds and navigating loan applications. Moreover, forward-thinking banks are integrating GenAI into their platforms to elevate customer experiences even further. Take, for instance, the Commonwealth Bank of Australia’s pioneering use of GenAI-powered chatbots, serving as digital proxies for customers to evaluate the effectiveness of new offerings. This innovation not only accelerates product development but also enhances overall customer satisfaction.

GenAI’s impact transcends individual sectors, promising to bridge disconnected silos and revolutionize operations across various sectors. In the realm of healthcare, where fragmented systems often resulted in exorbitant administrative costs (AU$4.2 billion in Australia for 2022-23), GenAI has emerged as a transformative solution. By integrating disparate processes and fostering strategic partnerships, organizations can reduce overhead expenditures and optimize resource allocation. Unlocking this synergy paves the way for groundbreaking advancements in healthcare delivery, from streamlined billing and claims processes to the proliferation of telehealth services and remote patient monitoring.

Billings and claims management represent a significant bottleneck in the healthcare ecosystem. Leveraging AI to bridge the gap between insurers, healthcare facilities and consumers can automate tasks such as claims processing, prior authorizations and payment scheduling, thereby enhancing system efficiency. Additionally, AI facilitates cross-platform coordination across various healthcare entities, including hospitals, systems, partners and vendors. This enhanced coordination not only increases resilience but also improves patient placement, leading to reduced risks, shorter recovery times, improved outcomes and lowered costs.

Remote patient monitoring emerges as a transformative solution in modern healthcare, harnessing the advancements in wearable technology and sensor capabilities. These devices seamlessly transmit real-time data to secure cloud platforms. This enables healthcare professionals to identify issues early on and make informed interventions promptly. Consequently, patients are empowered with personalized insights and actively collaborate with their healthcare teams through virtual consultations, fostering a more engaged and proactive approach to healthcare.

Demographic shifts can have a seismic impact on both healthcare and financial landscapes. With a quarter of Australia’s population projected to be over 65 by 2050, coupled with a declining workforce – 64% from 66% today – the need for innovative solutions has become more pressing than ever. GenAI emerges as a linchpin in navigating these challenges, offering tailored experiences and enhanced communication for millions of Australians through wealth and asset management organizations. Entities like the Australian Retirement Trust and AustralianSuper are poised to leverage GenAI’s capabilities to elevate customer experiences and drive long-term value.

With AU$600 billion already facing potential disruption by GenAI, companies must start exploring ways to harness its potential. By optimizing GenAI, organizations can unlock new avenues for productivity, innovation and sustained growth in an ever-evolving landscape.

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Strategic collaborations for a GenAI-powered future

As GenAI continues to disrupt traditional paradigms, organizations must harness its unparalleled potential.

Amidst this shift, there are opportunities galore – from the creation of new jobs to the optimization of productivity. In Australia, GenAI emerges as a beacon of economic prosperity, offering two distinct pathways to drive growth: enhancing existing industries and fostering the creation of innovative products and services. Yet, realizing this promise demands bold and strategic action from stakeholders across sectors – employers, governments and educational institutions alike.

Unlocking the full potential of GenAI hinges upon strategic investments in partnerships, roadmaps and robust security measures. This serves to instill confidence in GenAI’s ethical framework and reliability, ensuring its seamless integration into the fabric of society. A prime example of this commitment to ethical deployment can be seen in HCLTech’s InFusion Health Proctor, which leverages Salesforce to consolidate health data, empowering healthcare providers with actionable insights while safeguarding patient privacy with stringent data regulations.

Similarly, financial institutions must swiftly and securely embed GenAI into their operational core, effectively scaling its implementation. With solutions like HCLTech’s InFusion Wealth Intelligence coupled with Salesforce’s Financial Services Cloud, banks can offer customers personalized experiences and a diverse array of investment options that are not only lucrative but also stable and reliable.

Australia’s robust economy has successfully navigated numerous challenges. As we embrace this era of transformation, propelled by the revolutionary potential of GenAI, there is a palpable sense of optimism that these shifts will ultimately yield positive outcomes for the nation as a whole.

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