Patient-facing AI must escalate complex cases to humans, eGain exec says
Read original source →healthcareittoday.com
Guest article by eGain's Steve Pappas argues patient-facing chatbots must recognize uncertainty and hand off complex questions to live representatives. He cites a hypothetical post-cardiac-catheterization patient whose late-night question about a warm, swollen puncture site got only clinic hours and a parking link.
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