Can AI be empathetic? Reinventing client experiences
Elvis Duran and the Morning Show ON DEMAND
Elvis Duran Podcast Network and iHeartPodcasts
4.7 • 1.2K Ratings
🗓️ 27 May 2021
⏱️ 32 minutes
🧾️ Download transcript
Summary
In a time that’s been challenging for everyone, perhaps no other industry has been hit harder than healthcare. Anthem, one of America’s leading health benefits companies, needed to be ready to answer member questions at a moment’s notice. In this episode of Smart Talks, Malcolm talks to Anil Bhatt, Senior Vice President and CTO of Anthem, and Glenn Finch, Managing Partner of Global Business Services at IBM, about how AI is helping people interact with healthcare in a whole new way.
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Transcript
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| 0:00.0 | Hello Hello Hello. This is Smart Talks with IBM, a podcast from Pushkin Industries |
| 0:11.5 | high heart media and IBM about what it means to look at today's most challenging |
| 0:15.8 | problems in a new way. I'm Malcolm Gladwell. |
| 0:21.2 | Today I'm chatting with Anil Bot, the Senior Vice President and Chief Technology |
| 0:26.0 | Officer of Anthem, one of the most prominent health insurance companies in the |
| 0:30.6 | United States. We have been now pivoting to more around, okay, we are building these capabilities, |
| 0:37.2 | we are building these solutions, how are they fundamentally changing and improving the lives |
| 0:41.2 | of our members, our communities, and really making a difference to the people we serve. |
| 0:46.0 | Anil has been with Anthem for over 13 years and is spearheaded efforts to improve customer experience and members needs. |
| 0:54.0 | I'll also be chatting with Glenn Finch, |
| 0:56.0 | managing partner of global business services at IBM. |
| 1:00.0 | How you deal with empathy in an AI system is all based on the choice of words that you use and the verbal inflections that are present when you have a voice response. |
| 1:14.3 | Glenn is a 25-year IBM veteran |
| 1:17.8 | his work focuses on the most challenging and transformative engagements at IBM. |
| 1:26.0 | I'm excited to share my conversation with the Neel and Glenn |
| 1:29.0 | about artificial intelligence and how it's influencing customers to interact with their health care in a new way. |
| 1:38.0 | All right guys, let's get started. Hi everyone. Thanks guys for joining me today. Why don't we start with the two of you just introducing yourself? Tell me what you do. |
| 2:00.0 | Awesome, great. I'm glad to be here today. Thanks for hosting us. I basically lead the technology |
| 2:06.7 | and practice here at Anthem as a CTO, managing all the roadmaps for technology making sure that we are building solutions |
| 2:14.7 | that are meeting our business needs on a day-to-day basis, making sure that we are catering to the |
| 2:19.2 | needs of our members. |
| 2:20.5 | So overall technology roadmap, making sure that we work with partners like IBM to bring new technology to the forefront. |
... |
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