Our Patient Experience Managers visit to the House Of Lords

On the 21st January I was privileged enough to attend the House Of Lords on an invite from the CCMAs. Joined by a cohort of 19 other contact centre leaders, we enthusiastically debated the challenges and perils of over automating customer experiences. 

AI is everywhere right now, especially in conversations about contact centres. From chatbots to call summarisation, it’s often presented as the silver bullet for efficiency, cost savings, and scale. But are we truly ready for it? and more importantly, is it the best option for our patients? These were the questions we explored over lunch.

A key theme that emerged was readiness. While AI tools are advancing quickly, successful adoption depends far more on data quality, clear processes, and staff confidence than on the technology itself. Several leaders shared that without getting the basics right first, AI risks adding complexity rather than removing it.

Even more important was the patient perspective. In healthcare contact centres, every interaction can carry anxiety, urgency, or vulnerability. I believe that AI should support, not replace human connection. Used well, it can free up coordinators to focus on complex or sensitive conversations. Used poorly, it can feel like a barrier at exactly the moment patients need reassurance.

The consensus by the end of lunch was clear: AI has huge potential, but it’s not a one-size-fits-all solution. The right approach is thoughtful, incremental, and patient-led. The question isn’t “Can we use AI?” but “Where does AI genuinely add value for patients and people alike?”

The discussions highlighted the critical importance of collaboration between contact centre leaders and reinforced my belief in the value of shared learning across our industry. The conversation was truly enlightening and has helped crystallise my thinking around the role AI can play in shaping the future of the contact centre at Doctor Care Anywhere.