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In-Person
Explore how Self-Learning Agentic CX is redefining the way healthcare providers deliver smarter, more accessible patient service.
CX Healthcare Exchange West brings together senior patient and customer experience leaders from across the healthcare industry, all focused on one goal: transforming the way organizations deliver care journeys. From improving access to proving measurable ROI, attendees come ready to exchange ideas, explore actionable solutions, and make real purchasing decisions.
Date: Thursday, 4 June | Time: 12:05pm-12:35pm
Patients calling a healthcare contact centre are often navigating a system that already feels overwhelming. The AI handling those calls needs to be accurate, compliant, and sensitive — and it needs to work with the clinical and administrative systems, as well across multiple different facilities with different requirements.
In this session, Omilia makes the case that most healthcare AI deployments fail not because the technology is wrong, but because the AI wasn’t built for the complexity of healthcare.
Prior authorisations, insurance verification, appointment scheduling across multiple clinic systems – these are not FAQ interactions. They require deep integration, HIPAA-grade auditability, telephony level integrations and AI that adapts continuously as coverage terms and care protocols change, without manual retraining or vendor re-engagement.
True agentic AI doesn’t wait to be retrained – it improves itself.
We’ll cover
How to deploy AI across a complex, multi-system healthcare environment
Where LLMs add genuine value in healthcare service automation and where purpose-built voice AI is the right tool for live patient calls.
What the Glass Box approach means for compliance teams who need a full audit trail on every automated patient interaction.
Deployment in two weeks. ROI in three months. Patient service that improves without adding to your team’s workload.
Henry Pezzo is Sales Director at Omilia, where he works with organizations to transform customer experience through Agentic AI. Henry has partnered with global brands navigating the shift from legacy IVR and rule-based automation to intelligent systems that understand, decide, and act autonomously.
By leveraging Omilia’s Agentic AI platform that autonomously resolves customer intent, and learns from every interaction across voice and digital channels, he delivers measurable business impact.
With deep experience in enterprise technology and AI, Henry is passionate about helping organizations modernize CX, reduce operational friction, and unlock real, scalable impact – not just innovation headlines.
