84% of health insurers now use AI across prior authorization, utilization management, and disease management. When that AI is working from outdated or ungoverned information, it doesn't hesitate. It answers anyway.
Steve Pappas, Head of Innovation at eGain, joins host Brian Chee to break down why knowledge drift is more dangerous than model drift in a healthcare contact center, and how organizations can build the governance layer that gives AI a way to say it does not know before a wrong answer reaches a patient.
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🎙 ABOUT STEVE PAPPAS:
Steve Pappas, known as the CX Connoisseur, is Head of Innovation at eGain, where he applies the company's AI capabilities to complex enterprise challenges and develops industry-specific solutions for markets where credibility is hard to earn. He brings over 13 years of prior experience at Panviva as SVP and Head of U.S. Operations, and has built and scaled multiple companies across six successful exits. His work spans patient expectations in healthcare to frontline enterprise delivery, with a focus on translating emerging technology into practical, human-centered outcomes. He is the author of SIMPLE CX and host of the Science of CX podcast.
🎙 ABOUT HUMANIFAI HEALTHTECH:
HumanifAI HealthTech explores how AI is rewriting the rules of healthcare and putting people back at the center where they belong.
Hosted by Brian Chee, Senior Director of Content Strategy and Communications at Net Health, the show features candid conversations with the people leading the charge on AI across healthcare and tech.
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