Leveraging Conversational AI in Care Management


  • Conversational AI can act as a safety net for care managers, catching important details and pinpointing keywords and phrases that signal underlying challenges.
  • Implementing conversational AI for care managers gives them the space to empathize and better detect potential barriers to care.
  • Conversational AI provides the tools to help care managers review their interactions and improve over time.
  • Incorporating AI into the collaborative process can help establish a trust between care managers and members

Conversational AI in Care Management

By acting as a supportive and insightful assistant, conversational AI enhances the capabilities of care managers, allowing them to maintain a high standard of care even as the complexity and volume of their tasks increase. With AI's analytical prowess, subtle clues and critical details in communication are illuminated, ensuring that care managers can act swiftly and effectively to meet the diverse needs of their members.

A Valuable Safety Net

AI serves as an invaluable assistant to care managers handling large and often stressful caseloads. By seamlessly augmenting the expertise of care managers with a layer of perceptive assistance, it provides a safety net to catch important details that could otherwise slip by unnoticed.

AI's role extends into the realm of identifying non-clinical needs essential for optimal health outcomes. Insights from Dr. Neuwirth's discourse reveal the significant impact of these factors on health recovery processes. Clinical interventions can only be effective when actually utilized. During conversations with members, advanced conversational intelligence filters through dialogue, pinpointing keywords and phrases that signal underlying challenges. This enables care managers to tailor their support and interventions to the unique circumstances of each member.

Enhancing the Conversation

Insights driven by AI can enhance care managers' conversational intelligence—enabling them to:

  1. Detect potential barriers to care
  2. Improve on empathy
  3. Review their interactions to improve in the future

This supports care managers in developing a their own skills and gaining a deeper understanding of each individual’s unique situation. The result is more effective and compassionate communication. It puts a focus on enriching the interpersonal aspects of care management, ultimately leading to a more tailored approach.

Building Trust Through Personalization

Personalization is a cornerstone in establishing and nurturing trust between care managers and members. Laguna Health's approach to collaboration embraces this ethos by integrating principles similar to the therapeutic alliance found in therapy. This fosters a personalized and trusting relationship, one that aligns care managers with members on their goals and paves the way for a successful partnership.

Incorporating AI into the collaborative process ensures a consistent and high-quality experience in every interaction. This approach guarantees that members feel understood and connected, allowing for a coordinated care journey.

In conclusion, as AI stands as a beacon of progress in the healthcare industry, let us embrace it with open arms and minds. Its adoption by care managers and industry leaders alike will surely shape the future of healthcare, driving us toward a world where every interaction is underscored by intelligence, understanding, and the highest quality of care. The journey starts now—let's take the first step together.

Shani Gershtein is VP of AI at Laguna. She’s not only an expert at applying the power of AI in Conversational Care Intelligence, but she’s also a leader and mentor in the community. In 2020, she founded NLP IL, the Israeli community for Natural Language Processing. She continues to play a leadership role in Baot, Israel's largest community of women in senior R&D positions.