The “boiling frog” metaphor illustrates how gradual changes can sneak up on us. I truly understood this when my husband returned from a February jiu-jitsu class with a strained back.
At first, we treated his injury normally: ice, heat, Tylenol. But quickly, he struggled to bend down for simple tasks like emptying the dish washer. Eventually, even walking down the stairs became impossible. By week three, his right leg felt like it was being electrocuted, and to avoid the pain, he eventually stopped moving whatsoever. What we didn’t realize was that a spinal disc had become dislodged and was pushing against a nerve, rendering him completely bedridden.
We called several doctors who told us that an MRI would be needed before they could treat him. So, on a Thursday morning, when my husband realized that his referral for the MRI appointment—scheduled for the next day—had yet to be sent to our insurance company for pre-authorization, I sprang into action.
An uphill battle with customer service.
My husband likes to tease me that I’m a mix of Olivia Pope and Wendy Rhoades from Scandal and Billions. Give me a complex problem, and I will solve it. So that day, as my husband cried out in pain trying to walk to the bathroom, I called the MRI provider, determined to fix the issue and get him the exam he desperately needed.
And so began one of the most frustrating mornings of my life. Each call to the MRI provider lasted nearly 30 minutes as I explained the situation. The referral was stuck in the system, and each representative assured me they would resolve it. But every time we seemed close to a solution, the call dropped.
Determined, I called back. Again, I navigated the same menu, listened to the same hold music, and explained everything anew to a different agent. Four and a half hours later, exhausted and in tears, I realized how broken the system truly was. In that moment, I wasn’t just discouraged—I felt powerless.
A moment of hope amidst the chaos.
With no options left, we went to the emergency room, where my husband collapsed from his pain. As I called out for help, I heard a familiar sound: the ring of a Webex call. It may sound strange, but in that moment of chaos, somehow, that sound comforted me. It felt personal—not only because this is technology my team supports every day, but because, in that moment of helplessness, Cisco’s reliability felt tangible to me. I trusted that the quality of my husband’s care would be elevated because our technology was likely underlying every component of it. This wasn’t just an abstract idea; this was real, and it mattered.
How AI can transform patient experience and healthcare.
This experience gave me a new perspective on the critical role technology plays in healthcare and customer service. What if my interactions with the MRI provider had been different? What if an AI-powered system had been in place to understand the urgency of my husband’s situation and provide seamless, proactive support?
This is where Webex Contact Center AI shines. Webex AI Agent could have handled routine inquiries, reducing hold times and ensuring I was connected to the right person without repeating myself. Meanwhile, Cisco AI Assistant for Webex Contact Center would have provided the agent with real-time summaries of my past interactions, allowing them to pick up where the last conversation left off. AI-driven sentiment analysis could have recognized my urgency and escalated my case appropriately—minimizing delays and easing the burden on overwhelmed patients and caregivers like me.
The role of technology in modern hospitals.
When my husband was ultimately admitted to the hospital for five days to address his condition, I further realized that the patient experience extends beyond the contact center—it continues throughout the hospital stay.
Ensuring that technology supports all hospital operations plays a crucial role in delivering seamless, high-quality care. From facilitating real-time communication between medical teams to enhancing the in-hospital patient journey, intelligent automation streamlines critical workflows. By optimizing resource allocation, reducing administrative burdens, and improving system reliability, hospitals can operate more efficiently while prioritizing patient well-being. When hospitals implement advanced technology solutions like those that Cisco offers, they’re not just enhancing service—they’re making healthcare more accessible, responsive, and patient-centered.
Cisco’s networking solutions provide hospitals with secure connectivity, ensuring that critical systems operate smoothly and efficiently. Our assurance products, such as Thousand Eyes, deliver real-time insights into network performance, helping healthcare professionals optimize their infrastructure to support patient care. Finally, Cisco’s collaboration tools, including Webex, facilitate communication among medical teams, enabling them to coordinate effectively.
Technology that supports when it matters most.
My husband is home now, and while his recovery is ongoing, I am optimistic. More than anything, this experience has reinforced my pride in the work we do at Cisco. In moments of crisis, our technology is more than just infrastructure—it’s a foundation of trust, reliability, and support. And with AI-driven solutions like Webex Contact Center and Cisco’s networking technology, we have the power to transform patient experiences for the better, ensuring that no one else has to endure the kind of unnecessary distress we did that day.
Discover how AI is transforming patient experiences—read our Healthcare Industry Playbook.
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