AI technology will enable more precise and deeper personalisation, as well as reduced administrative burden.
League, the nation’s premier healthcare consumer experience platform, has announced that it will use Google Cloud’s generative AI technology to enable more precise and deeper consumer experience personalisation at scale. These features will enable digital care route optimisation and reduced administrative cost for League customers.
This collaboration with Google Cloud is part of an ongoing strategic agreement that was announced in 2022. Based on the notion that simplicity of use, convenience, and customisation are strongly related to healthcare consumer engagement, League will first focus on optimising member and patient journey orchestration. Hyper-personalization of next best actions, increased conversational search to increase digital self-service, and automated content production to speed digital care plans are some of the practical applications. In the long run, League is looking into using Google Cloud’s Med-PaLM 2 medically-tuned large language model (LLM).
The announcement comes on the heels of League’s recent inclusion in the Gartner Hype Cycle for US Healthcare Payers, 2023, as well as the Gartner Hype Cycle for US Healthcare Providers, 2023.
“Healthcare and technology companies are coming together to deliver a whole new level of experiences and value to consumers,” Amy Waldron, global director, Healthcare and Life Sciences Strategy & Solutions for Google Cloud, stated. “League will give healthcare providers and payers the opportunity to quickly realise the benefits of generative AI, eliminating some of the traditional barriers they’ve faced in onboarding the latest technologies.”
The League approach to healthcare consumer experience design enables payers and providers to produce highly engaging and personalised digital health experiences. Highmark Health, Manulife, and Shoppers Drug Mart rely on League to coordinate and personalise engagement at the individual level, easing everything from care discovery and scheduling through payments, digital care pathways, and renewals.
Google Cloud’s data governance and privacy rules are designed to provide clients control over their data. Access to and usage of patient data is secured in healthcare settings by implementing Google Cloud’s dependable infrastructure and secure data storage, which enable HIPAA compliance, as well as each customer’s security, privacy controls, and protocols. Customers can also monitor and analyse model outputs and leverage safety guardrails and model documentation to enable responsible use in a customer’s use case and context, thanks to Google’s responsible approach to generative AI.
“Highmark Health’s goal of reinventing health necessitates continuous innovation, and we see generative AI as a catalyst for our transformation,” said Richard Clarke, Highmark Health’s Chief Analytics Officer. “We’re committed to testing and learning as we work with League and other partners to co-create best practises, and design the future for AI within our company as we know that in health care, this technology has the potential to change the entire industry.”
Gartner, Hype Cycle for US Healthcare Payers, 2023, Mandi Bishop et al., 10 July 2023.
Gartner, Hype Cycle for Healthcare Providers, 2023, Andrew Meyer, Roger Benn, 17 July 2023.
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