The AI in Business Podcast Achieving Personalization and Compliance in Med Tech Solutions - with Faithe Toomy of Insulet
Sep 30, 2025
Faithe Toomy is the Director of Voice of the Customer and Insights at Insulet, a leader in wearable diabetes care technology. She explores how AI enhances call center operations while ensuring compliance and customer trust. Faithe shares insights on training agents to navigate AI's complexities, emphasizing conversational analytics for better outcomes. She also discusses the importance of maintaining human connections amid technological changes and offers practical tips for fostering agent confidence and engagement.
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Compliance Shapes AI Adoption
- Medtech balances efficiency gains from AI with strict data protection and compliance requirements.
- Organizations must prioritize customer trust while exploring automation to avoid regulatory risk.
Agent Skills Must Evolve With AI
- Agents must be trained to discern AI errors and avoid unquestioning reliance on model outputs.
- Hiring for adaptability and communication skills becomes more important as AI augments roles.
Build Active Agent–Data Feedback Loops
- Engage agents continuously: build feedback loops between agents and data science to validate AI outputs.
- Use agent input to refine ring-fenced tools and prevent incorrect recommendations.