The ongoing impact of legacy systems that continue to operate in highly regulated, critical industries—such as healthcare and life sciences environments—is riddled with risk and slowed innovation. With an AI-powered approach, organizations within these industries can transform operations for the better, offering a slew of efficiencies while ensuring compliance and scaling innovation.
Experts from SS&C joined DBTA’s webinar, Agentic Automation in Action: The AI Force Reshaping the Future of Medicine and Mega-Insurers, to discuss the way SS&C's Agentic Automation model delivers faster value within complex, regulated workflows paired with real-world success stories.
Anna D. Twomey, senior director, global healthcare, SS&C Health & Blue Prism, explained that the response to the question, “Is change imperative…in healthcare?” has dramatically changed in the past year. Previously in the 50th-60th percentile, SS&C’s research found that today:
- 94% of healthcare organizations now consider AI as mission-critical to their operations.
- 89% see AI as a game-changer that will completely transform how healthcare works.
- 89% report breakthrough improvements in operational efficiency through AI.
If one thing is clear, it’s that AI is the disrupter that keeps disrupting—and it waits for no one, according to Twomey. Agentic automation, the latest of the AI wave, is a game changer for healthcare and life sciences industries, capable of widely automating complex, regulated workflows.
Where AI and healthcare meet is within the SMART—secure, measurable, agentic, responsive, and transformative—health revolution. Agentic AI is the catalyst behind the revolution, poised to reshape the entire healthcare ecosystem.
“Each area of robotic process automation, as well as AI and the infusion of these two, really starts to bring forth the ‘SMART’ as it stands,” said Twomey. “We never expected the technology to be as responsive and fit the need. It’s exciting, it’s transformative; that’s why we call it a ‘revolution’ more than an ‘evolution.’”
Breaking down SMART further, Twomey described the following:
- Secure: Ensuring the highest levels of data privacy and compliance through AI-powered governance and guardrails.
- Measurable: Empowering data-driven decisionmaking with real-time insights and predictive analytics.
- Agentic: Harnessing the intelligence and autonomy of AI agents to streamline processes and elevate human capabilities.
- Responsive: Delivering dynamic, context-aware solutions that adapt to changing patient needs and evolving market demands.
- Transformative: Driving fundamental shifts in care delivery, business operations, and the patient experience through AI-led innovation.
Satish Shenoy, global vice president of AI and technology alliances, SS&C Blue Prism, detailed SS&C’s own agentic transformation—as a formative “customer zero”—with its proven agentic automation model for driving successful transformation in healthcare and beyond. The model consists of five components:
- Automation: Act, process, decide.
- Orchestration: Connect, manage, improve.
- Intelligence: Diagnose, predict, generate.
- Innovation: Identity, quantity, transform.
- Enterprise Operating Model: Govern and secure.
One of the pieces that made this model possible is the SS&C AI Gateway, an enterprise-scale AI governance platform offering a secure generative AI (GenAI) gateway, governance features, and private large language model (LLM) chat capabilities. With built-in AI governance and deep domain and industry expertise, SS&C AI Gateway enables organizations to take advantage of and accelerate responsible AI without incurring risk.
With the SS&C AI Gateway, “We’re turning what would otherwise be a risky, black-box AI process into a transparent, auditable, and complaint solution,” said Shenoy.
Shareef Ziauddin, senior director, automation, SS&C Health, introduced a variety of use cases born from the SS&C AI Gateway that pinpoint agentic hotspots in healthcare, including:
- Claims Adjustment Agent: Drives better patient, payer, and employee outcomes with end-to-end automation for claims adjustments, delivering proactive patient interactions and simplified compliance.
- Drug List Processing Agent: Eliminates the risk of manual human error for the drug list processing workflow, enabling faster processing, error-free execution, lower turnaround time, consistent results, and more.
- Contact Center Agent: Improves the satisfaction, simplification, and speed of contact center interactions, reducing call times and offering a single source of truth for faster query resolution.
- Medical Record Maintenance Agent: Offers AI-powered document processing that streamlines document intake and data extraction, delivering time and cost savings while increasing customer satisfaction.
This is only a snippet of the full Agentic Automation in Action: The AI Force Reshaping the Future of Medicine and Mega-Insurers webinar. For the full webinar, featuring more detailed explanations, success stories, a Q&A, and more, you can view an archived version of the webinar here.