AI // AI is undeniably a game-changer for digital health. This post was proofread by ChatGPT. However, can AI truly replace humans in patient/member engagement? Where does AI fall short, necessitating Human Intelligence (HI)?
AI + HI // At Twig Health, we enhance care management, quality management, and home care for plans and providers. Our hybrid service architecture is guided by AI but led by humans (remote nurses).
When we integrate human empathy into our interactions, ensuring patients/members know they are speaking with a REAL nurse, engagement skyrockets. Why?
AI + HI + HE // The answer lies in empathy. Humans possess something beyond intelligence—empathy (HE). This encompasses relationships, compassion, and a myriad of human qualities, driving engagement through the roof (x10).
AE // Until AI can incorporate Artificial Empathy (AE), humans are essential for addressing complex engagements like care and quality management, post-acute care, chronic care, home care, etc. Personally, I believe AE will be a tough nut to crack.
AI + HI + HE = Engagement² // Until we achieve AE, the hybrid AI + HI + HE approach appears to strike the right balance for complex engagements.