It’s a familiar scene: A patient calls a health system for a specific need but first has to wade through an extensive menu of options. Then, when the patient dials to the right department, there may be added wait time or a redirection to yet another department. It can be a frustrating experience, and it can make patients reconsider whether they want to seek help from that health system or try a different one.
Outside of healthcare, people are having consumer experiences that are seamless, more direct and tailored to their preferences. When they use a mobile banking app, they can connect…
