"According to the companies selling these systems, AI receptionists could " improve the patient experience " by minimizing wait times and providing personalized responses. Some even contend that these systems will increase health care access."
"At least some observers are a bit more honest in saying that AI receptionists can " transform your practice into a profitable hub. ""
"At least for the implementations I've had experience with, "customer experience" and usability seem to have taken a back seat to minimizing labor costs."
""The design should speak the users' language. Use words, phrases, and concepts familiar to the user, rather than internal jargon.""
Many health care providers are adopting AI answering services and AI receptionists. Vendors claim these systems can improve the patient experience by minimizing wait times, providing personalized responses, and increasing health care access. Some marketing frames present AI receptionists as tools to transform practices into profitable hubs. Implementations observed frequently prioritize minimizing labor costs over customer experience and usability. Named examples such as "Ovi" demonstrate mismatches between system language and real-world patient expectations. Usability guidance states that designs should use words and concepts familiar to users rather than internal jargon to avoid confusion and frustration.
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