Proving AI’s Value in Patient Experience

Abstract:

Join Five9 for a live executive webinar with Digital Health Insights on turning fragmented patient touchpoints into one connected, measurable journey. In 45 minutes, see where AI, Agentic AI, Predictive Engagement, and Patient Experience Analytics are already earning their place in patient experience, how each ties to a specific KPI, and how leading health systems translate those gains into a dollar value the CFO and board will defend, quarter over quarter.

Takeaways:

Orchestration is the fix — not more channels. Healthcare has added portals, apps, chat, and text for a decade, but each was bolted on to solve one problem in isolation. The result is more places for a patient to get stuck, not fewer. The real shift is one connected layer — patient, channel, AI, human, data, workflow — not another point tool.

AI’s value is completion and anticipation, not conversation. Agentic AI finishes real parts of the patient journey (reschedules, verifies, confirms) inside guardrails the health system sets — it doesn’t just tell the patient what to do. Predictive Engagement flips the model further: reaching the patient before friction becomes a missed appointment or a complaint, instead of waiting for them to reach out first.

Every AI capability has to prove itself in KPI and dollar terms — continuously. The discipline that holds the whole conversation together: what intelligence is introduced, what operational metric moves, and what value that creates. Value isn’t a single ROI slide claimed once — it’s a baseline tracked quarter over quarter that the CFO and board actually believe.