AI Trends Transforming Health Care Contact Centers in 2025
By Abhishek Danturti Sharma, Associate Vice President, Business Transformation, Sagility
The health care contact center landscape is undergoing a revolution, driven by rapid advancements in artificial intelligence (AI). These cutting-edge technologies are reshaping how interactions are managed and enabling more efficient workflows, personalized experiences, and proactive solutions.
Health care organizations that explore and implement these transformational AI solutions have the potential to create tangible business outcomes, improve the customer experience, and build efficiencies to drive the business forward in 2025.
These are 3 major AI trends for 2025 poised to redefine health care contact centers and elevate their role in delivering seamless patient, provider, and payer interactions.
1. Agentic AI: The Leap from Reactive to Proactive Systems
Agentic AI represents a paradigm shift, moving beyond traditional reactive AI systems toward autonomous agents capable of independently performing tasks, making decisions, and initiating actions within their design parameters.
This technology is set to revolutionize health care contact centers by enabling hyper-personalized customer experiences. Powered by Agentic AI, virtual assistants will tailor interactions and recommendations to individual preferences and behaviors across omnichannel platforms. Whether assisting patients with complex inquiries or guiding agents to efficient resolutions, Agentic AI will enhance every touchpoint.
Moreover, this evolution is transforming backend workflows. By analyzing data to identify optimal processes, AI-driven systems will augment agents' efficiency, from simplifying claims management to streamlining prior authorizations. Most notably, Agentic AI shifts generative AI from a standalone, process-centric tool to a reimagined ecosystem enabler, proactively integrating workflows and fostering innovation.
2. Multimodal AI: The Power of Data-Driven Automation
As AI systems evolve, they are integrating text, images, audio, and video into a unified framework, enabling smarter decision-making and seamless automation. This multimodal approach has significant implications for health care stakeholders across the care continuum.
For patients, multimodal AI simplifies interactions such as scheduling appointments. Imagine booking a doctor’s visit through voice commands, with AI factoring in geolocation, provider network availability, and insurance plan data to offer personalized options. For providers, multimodal AI can transform clinical workflows, converting patient conversations into tailored SOAP (subjective, objective, assessment, and plan) notes while automating document uploads and scans.
Payers also stand to benefit from these systems. By synthesizing clinical guidelines and provider history, AI can efficiently process prior authorization requests and improve credentialing workflows. For example, AI tools already validate providers’ credentials by cross-referencing voice interactions with uploaded documentation, reducing manual errors and driving operational efficiency.
3. Edge AI and AI Personas: Intelligence at Your Fingertips
Edge AI brings the power of AI directly to local devices through compact, efficient small language models. This shift is critical for real-time decision-making in fast-paced environments such as contact centers. By reducing dependence on centralized servers, Edge AI ensures faster, more efficient, and contextually aware interactions.
Edge AI empowers health care contact center agents by handling routine tasks, allowing human representatives to focus on higher-value activities that demand empathy and creativity. Over time, AI assistants evolve into personalized, persona-specific virtual mentors for agents. These tailored AI personas provide real-time insights, motivational nudges, and productivity enhancements, fostering a more engaged and effective workforce.
As datasets grow richer through aggregated insights from various AI assistants, the entirety of delivery operations benefits. The interplay between Edge AI and agentic systems lays the foundation for scalable, enterprise-grade AI solutions tailored to health care’s unique needs.
A Future Defined by Personalization
AI’s transformative potential in health care contact centers lies not just in automation but in its ability to reimagine workflows and deliver personalized, proactive recommendations. From enabling autonomous decision-making to harnessing multimodal data and empowering agents with real-time insights, these trends are setting the stage for a smarter, more efficient ecosystem.
As these technologies mature, health care contact centers will not just support interactions but actively enhance them, becoming indispensable partners in delivering quality care and seamless administrative experiences.
The future is not just AI-enabled; it is AI-empowered.
About the Author
Abhishek Danturti Sharma is Associate Vice President, Business Transformation at Sagility where he leads the company’s cognitive and AI initiatives in a consulting and solution delivery capacity. Abhishek is responsible for and executes the digital product and innovation agenda across the health care organization. He is an alumnus of the University of Maryland, College Park and BITS-Pilani, India.
© 2024 HMP Global. All Rights Reserved.
Any views and opinions expressed are those of the author(s) and/or participants and do not necessarily reflect the views, policy, or position of Integrated Healthcare Executive or HMP Global, their employees, and affiliates.