Call Centers Replaced Many Doctors’ Receptionists. Now, AI Is Coming for Call Centers.

(By Darius Tahir for KFF Health News)

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly patients who are alone and experiencing a medical emergency.

“That’s not part of the job of our employees or our tech supports,” said Ruth Elio, an occupational nurse who supervised the center’s workers when she spoke with KFF Health News last year. “Still, they’re doing that because it is important.” Continue reading here…

Kaiser Health News is a nonprofit national health polity news service that is part of the nonpartisan Henry J. Kaiser Family Foundation

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