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  "documentTitle": "Gen AI amplified",
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      "text": "Only 3% of healthcare executives see call centers and customer service as major areas for gen AI transformation, in sharp contrast to other sectors in which these are priority areas.",
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      "text": "additional global economic value from responsibly scaling gen AI by 2038: $10.3 trillion",
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      "text": "Gen AI’s transformative potential can only be realized when the entire C-suite — from board members to CEOs — shares a unified vision and embeds it into organizational strategy. A lack of such alignment is evident in healthcare’s under-prioritization of high-impact applications like call centers. Only 3% of healthcare executives see call centers and customer service as major areas for gen AI transformation, in sharp contrast to other sectors in which these are priority areas. Bringing gen AI into call centers could increase worker capacity by as much as 30%, according to Accenture research.",
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      "text": "95% anticipate only moderate impact over the next five years due to insufficient infrastructure, according to our survey. This underinvestment puts healthcare organizations at risk of falling further behind — both in meeting the growing demand for care and in keeping pace with competitors who integrate technology and strategy seamlessly.",
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      "text": "A leading US healthcare system exemplifies this potential. By implementing gen AI-driven call center operations, they cut patient wait times and improved resolution rates on first calls — enhancing both agent performance and patient satisfaction without compromising data security. Such outcomes highlight gen AI’s ability to improve operational performance, but isolated examples won’t drive the systemic change healthcare needs.",
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      "text": "Healthcare’s conservative approach to technology compounds the challenge. Only half of IT executives in healthcare report strong alignment between technology initiatives and overall business strategy, leading to poor conversion of funded gen AI pilots into enterprise-wide deployments. Further, while 60% of healthcare executives expect returns on gen AI investments within 12 months,",
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      "text": "A cross-industry analysis by Accenture in Work, Workforce Workers – Reinvented in the age of generative AI, reveals that scaling gen AI responsibly could unlock over $10.3 trillion in additional global economic value by 2038, transforming sectors and value chains.",
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      "text": "Staying in pilot mode comes at a cost, as limited-scale trials prevent providers from achieving significant productivity gains and streamlined workflows. Small-scale gen AI initiatives lack the cohesive data integration, measurable cost savings and enhanced care experiences that organization-wide adoption delivers. This piecemeal approach — coupled with a focus on careful deliberation — places healthcare at a disadvantage against nimbler industries like retail and finance, which have rapidly scaled AI to drive productivity, enhance customer engagement and achieve financial resilience.",
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