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.