Switching To Just AI For Medical Answering Services? You May Want To Think Twice.

Is AI a suitable replacement for a live answering service? Nexa explores the power and downfalls of AI in healthcare.

Scientists and researchers can develop artificial intelligence to complete nearly every task. In some cases, the work produced and completed by artificial intelligence is indistinguishable from humans. If you’re a hospital or medical office administrator, relying on complete artificial automation to book patient appointments could be tempting. However, there are some disadvantages to leaning entirely on artificial intelligence to run your scheduling practice and making mistakes could cost you revenue.

How is AI used in healthcare?  

Artificial intelligence in healthcare has drastically changed the way medical professionals diagnose patients, treat illnesses and monitor progress. According to the National Library of Medicine, medical professionals rely on various types of artificial technology from analyzing to lifting. ¹ Here are a few of the most common types of artificial technology medical professionals rely on to complete administrative tasks.

  • Natural language processing: Medical professionals have explored natural language processing since the 1950s. In healthcare, natural language processing enables the analysis of handwritten notes, transcribed patient interactions and report automation.
  • Rule-based expert systems: Clinicians rely on rule-based expert systems when they automate “if-then” scenarios to trigger events or notices within electronic health records.  
  • Physical robots: Robots in the medical field are used to lift, reposition, assemble, deliver and complete more critical duties to help patients.
  • Machine learning: A neural network and deep learning system where a machine analyzes data, account for variables and features and predicts outcomes.¹ Outside of administration, physicians use machine learning to detect diseases, make predictions and prescribe treatment plans.

Keep in mind, however, automation comes with challenges.

Challenges, limitations and concerns with AI in healthcare

New technology can bring new problems. Data privacy and security are critical concerns for patients and providers.²  Medical clinics rely on artificial intelligence to gather and analyze data and protect it from exploitation. The more we rely on technology, the greater the threat to patient privacy in the event of a data breach if companies are not adequately prepared.  In addition, many of those who are hesitant to embrace artificial intelligence in healthcare express concerns regarding the accuracy of documentation and training algorithms. Physicians and medical staff must take the time to learn and accept new systems while the system learns new algorithms.  

Coupled with being time consuming upfront, automation can lead to depersonalization. Patients may become jaded by impersonal experiences and lose trust in their physicians through AI-powered chatbots.  Though AI is important in healthcare, it should be implemented at the appropriate pace as to not damage the patient’s experience. When you rely solely on robots for medical answering services such as utilizing an AI-powered chat bot, you risk depersonalizing your patients’ experiences.  

Nexa Healthcare provides medical receptionists and personalized experiences

Connect your website visitors, callers and patients with a compassionate receptionist from Nexa Healthcare to book appointments, route messages and escalate emergency calls. Deliver personal attention to every patient, something artificial intelligence in medical science simply cannot offer. With expert data entry accuracy and direct EHR integration, our trained medical receptionists can keep your calendars full of precision and consistency.  We schedule appointments directly to your calendar via live call 24 hours a day, seven days a week. Don’t cut corners when it comes to communicating with patients. Our healthcare answering service supports hundreds of hospitals, specialty clinics, private practices, dental clinics and more to answer calls and stay booked.  

Hire a bilingual medical answering service

Our team at Nexa Healthcare is here to help you to keep every patient's experience personal and streamlined. Call our medical office answering service 800-756-3080 or schedule an appointment online to get set up fast.  


  1. National Library Of Medicine. The potential for artificial intelligence in healthcare. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6616181/  
  1. Foresee Medical. AI in Healthcare. https://www.foreseemed.com/artificial-intelligence-in-healthcare

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