ContactBabel&NiCE：2025美国医疗联络中心垂直领域 AI 应用报告（英文版）（27页）.pdf

1、AI in US Contact Center Verticals:HealthcareSponsored by 37%39%41%43%37%41%50%19%19%17%36%35%40%49%24%27%29%40%41%38%47%0%10%20%30%40%50%60%2018201920202021202220232024Customer preference for phone channel,2018-24High emotionHigh urgencyHigh complexity 79%62%5%9%8%19%6%8%1%1%1%1%1%0%10%20%30%40%50%6

2、0%70%80%90%100%HealthcareOverallProportion of inbound interactions by channel,Healthcare vs overallSocial mediaLetterSMS/messagingWeb chatEmailTelephone(self-service)Telephone(live)40%61%38%29%22%10%0%10%20%30%40%50%60%70%80%90%100%HealthcareOverallProportion of web chats handled by chatbots,Healthc

3、are vs overallEntirely by chatbotInitially by a chatbot,then byhuman agentBy a human in all instances 18%18%19%22%28%36%39%35%37%44%32%32%38%28%22%8%8%7%7%5%7%3%6%1%0%10%20%30%40%50%60%70%80%90%100%18-3435-4445-5455-6465+Views on healthcare provider customer experience,by age rangePoorBelow averageA

4、verageGoodExcellent INTELLIGENT CALL ROUTING AUTOMATED CUSTOMER AUTHENTICATION OPTIMISING TALK TIME REDUCING POST-CALL WRAP-UP 45%22%11%9%11%26%22%17%11%26%0%10%20%30%40%50%60%70%80%90%100%HealthcareAverageCurrent and planned use of AI,Healthcare vs industry averageNo plans to implementWill implement after 12 monthsWill implement within 12 monthsUse now,looking to replace/upgradeUse now,no plans to replace o o o o o o o o o o o o