The AI in Business Podcast Reducing Costs and Improving CX with Hyperautomation - with Paul Cuglietta of Simplyhealth
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Feb 5, 2025 Paul Cuglietta, Head of Contact and Claims at Simplyhealth, shares his wealth of experience in AI integration for digital transformation in healthcare. He discusses how organizations can overcome internal hurdles to enhance AI deployment, highlighting the importance of team collaboration. Paul emphasizes cultivating internal talent to align with AI initiatives and the shifting nature of call center roles, where automation frees staff for complex inquiries. He also stresses the need for empathy and authenticity in customer interactions, enabled by advanced AI solutions.
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Internal Talent for AI
- Identify and nurture internal talent with a keen interest in AI.
- Create roles for them to lead AI projects and foster business readiness.
AI for Efficiency and Employee Value
- Simplyhealth uses AI to reduce operating expenses by automating simple tasks.
- This allows employees to focus on complex issues, increasing their value.
Multi-Skilling and Rewards
- Simplyhealth uses AI to handle about 30% of simple call center tasks.
- This shift requires employees to handle more complex inquiries across multiple channels, leading to a multi-skilled reward program.