Agentic AI: Transforming Patient Services, Reducing Costs

Healthcare organizations have invested heavily in digital patient services, but a new report shows these services often fall short. Many patients still face significant delays in starting therapies, and medication adherence rates are low. For instance, nearly 30 to 40% of patients in specialty therapies experience delays. What's interesting is that contact centers report 60 to 70% of interactions are for repetitive or status-check queries, showing systemic inefficiencies. This means the industry has optimized interactions, but not actual patient outcomes. Patients often repeat information across channels and experience disjointed transitions. Human agents are left to manually manage fragmented workflows. The bottom line is that these issues lead to an estimated $100 to $300 billion annually in avoidable healthcare costs in the U.S. alone due to medication non-adherence. This highlights a need for more effective, outcome-driven solutions in patient care.