The Human Element: AI’s Role in Language Services
Artificial intelligence is rapidly reshaping industries, and healthcare is no exception. As we look at the future of language services, it’s clear AI plays a significant role. At AMN Healthcare Language Services, we see these technologies as powerful tools to enhance communication. However, we also recognize their limitations. Our approach is direct: While AI will not replace human interpretation in many scenarios, there are key moments in the patient journey where AI will play a vital role in increasing meaningful access to care for the LEP (limited-English proficiency) patient.
We believe in providing a choice. Health systems should have the option to use patient-facing AI tools, but it should never be a mandate. AI can assist LEP patients at touchpoints in their journey and streamline operations behind the scenes. This article explores our vision for an integrated future where technology and human expertise combine to deliver the best possible outcomes for patients and providers.
Why AI is a Supplement, not a Substitute
Technology offers exciting possibilities, but healthcare communication is deeply human. Interpretation aims for meaningful equivalence, not literal translation. To ensure true patient-provider understanding, interpreters must convey not only the words, but also the speaker’s tone, intent, and emotional state, qualities that AI cannot replicate. Interactions between patients and providers require more than simply providing an alternate-language equivalent for English words, especially since some terms or expressions have no direct translation. In healthcare settings, interpretation focuses on achieving meaningful equivalence, not literal translation.
Human involvement is critical for bridging cultural and contextual gaps. An experienced medical interpreter does more than interpret words; they facilitate understanding. They can perceive a patient’s hesitation, clarify a provider’s complex explanation, and ensure nuances are not lost in translation. This human element builds trust and contributes to a better experience for everyone involved.
Consider a family receiving a difficult diagnosis. The conversation involves layers of relational and emotional dynamics, not just words. While an AI tool might translate the words accurately, it cannot offer a comforting presence or recognize the subtle signs of distress and confusion. A human interpreter, however, can manage the emotional tone of the conversation, ensuring the family feels heard and supported. In these sensitive moments, the value of human connection is undeniable.
Real-life Scenario: A Heart Attack Call
A Mandarin-speaking caller reported “téng” (pain) in their chest to a dispatcher. The AI translation interpreted this as “chest discomfort,” a subtle yet critical error that could have downgraded the emergency response from advanced life support to basic care—potentially putting the caller’s life at risk. Thankfully, a human interpreter recognized the nuance, correctly understanding the caller was describing severe chest pain and the appropriate response was dispatched.
Current AI tools are best suited for transactional, healthcare administrative scenarios where the stakes are lower and communication is straightforward. For instance, AI could efficiently handle appointment scheduling or basic registration questions. However, a skilled human interpreter is needed when the conversation turns to diagnoses, treatment plans, or personal medical history.
The Right Tool for the Right Scenario
When to use AI in a healthcare setting is not a simple decision. Health systems can benefit from having both human interpreters and AI solutions available, allowing them to choose the right approach based on the specific circumstances.
Several factors influence whether an AI tool is appropriate for a given situation:
- The Environment: A busy emergency room with background noise can interfere with speech recognition technology, leading to errors. In contrast, a quiet, controlled setting may be more suitable for an AI-powered interaction.
- Emotionally Charged Situations: Conversations involving serious illness, end-of-life care, or mental health require a level of emotional intelligence that AI lacks. A qualified medical, human interpreter can navigate these discussions with sensitivity and compassion.
- Cultural Differences: Healthcare practices and beliefs vary widely across cultures. A qualified medical interpreter with cultural competency can help providers understand a patient’s perspective and tailor their communication accordingly to prevent misunderstandings.
- Complexity of the Situation: Discussing a complex diagnosis or a multi-step treatment plan requires a nuanced dialogue. Human interpreters can ask clarifying questions and ensure the patient fully comprehends the information.
- Comfort with Technology: Not all patients or providers are comfortable using new technologies. Forcing the use of an AI tool can create anxiety and undermine the patient-provider relationship.
To navigate these complexities, AMN Healthcare is devising clear recommendations for certain situations based on the NCIHC’s Safe AI Taskforce guidelines. We recommend that health systems also establish their own policies using these guidelines. By defining these parameters, organizations can leverage technology responsibly while ensuring patient safety and quality of care remain the top priorities.
How AMN Healthcare Uses AI in Language Services
The potential of AI in language services extends far beyond patient-facing applications. We are actively exploring how AI can enhance our internal operations, ultimately benefiting both patients and the health systems we serve. These behind-the-scenes improvements focus on quality, efficiency, and support for our workforce.
Intentional Use of AI
One of our key initiatives involves using AI to monitor and measure the quality of interpreter sessions at scale. This technology can analyze large volumes of interactions to identify trends, pinpoint areas for improvement, and ensure our interpreters consistently meet the highest standards. It provides a powerful tool for large-scale quality assurance, allowing us to deliver targeted coaching and continuous training to our interpreter teams.
This investment in technology does not diminish our investment in people. On the contrary, it reinforces it. By using AI to handle large-scale data analysis, we free up our quality assurance experts to focus on high-value coaching and mentoring. AMN Healthcare remains committed to investing in our medical interpreter workforce to ensure we deliver exceptional quality in every scenario. All our AI solutions will continue to have a high level of human oversight to guarantee accuracy and an optimal experience for all.
AI in Patient Care
AI can also be used to improve the efficiency of our service delivery. For example, we are developing smarter systems that route patients and providers to the best interpreter more quickly. By analyzing factors like language, specialty, and interpreter availability in real time, AI can reduce wait times and make the connection process seamless.
Our Thoughtful Approach to Innovation
AMN Healthcare is at the forefront of bringing innovative and thoughtful AI language solutions to the market. We are moving forward with a clear purpose: to use technology to enhance human connection, not to replace it.
Our soon-to-be-released AI solutions will have a direct, positive impact on the patient and provider experience. These include advanced automated speech-to-speech interpretation for specific, low-risk scenarios and automated document translation to speed up access to written materials.
Simultaneously, we are developing solutions that will have an indirect impact by improving our internal operations. From the interpreter session monitoring and measurement to more efficient routing, these advancements will make our services faster, more reliable, and more effective.
Our commitment is to guide the integration of AI in language services with care and expertise. By balancing technological innovation with an unwavering focus on the human element plus a staunch commitment to quality for the patient and provider experience, we will continue to empower healthcare organizations to provide equitable, high-quality care for all patients, regardless of the language they use.
Contact us today to learn how our innovative solutions and expert guidance can strengthen communication, enhance patient outcomes, and ensure equity in care.
