Make a list of your biggest headaches in the office: Chances are they include patient scheduling, paperwork, inventory management, insurance, and, of course, training.
As its implementation of artificial intelligence (AI)-powered tools gradually improves things like workflow efficiency and strain on staff, employees are freed up to focus on higher-value priorities like patient interactions, which, ideally, can result in reduced employee burnout.
Fear Factor
While AI has tremendous potential, it remains misunderstood and, to some degree, feared by both management and staff in most companies as they tiptoe toward its implementation.
Economic and business experts realize how intimidating AI can be for the folks trying to apply it their operations. That’s one reason the US Chamber of Commerce, in cooperation with Google, recently launched Small Business B(AI)sics, a nationwide training initiative to help entrepreneurs grow their businesses with AI.
Whatever the business category, almost everyone adds a caveat when it comes to supporting implementation of AI. It is important to exercise a combination of caution and oversight. In the article, “AI-Driven Personalization In Corporate Training: What Works And How To Scale It,” Elearningindustry.com author Nidhi Dubey says, “AI-driven personalization, when implemented thoughtfully, enables scalable, data-informed development aligned to business needs. It enhances learning design. It strengthens workforce planning. But it does not eliminate the need for strategy, governance, or human expertise.”
Some companies report learning that the hard way. In an article, “AI-led layoffs: What HR leaders wish they knew before making job cuts,” Careerminds, an outplacement company, revealed results of a survey of 600 HR professionals. Only 8.4% of them found that “their AI-driven restructure delivered what was promised and would repeat the process unchanged—meaning an overwhelming 9 in 10 would approach things differently if given the chance.”
AI in Practice
What does all this mean for optical? Everyone agrees the potential is there, but what are your peers doing—and not doing—in the AI arena? Here’s how 4 of them told us they’re using it:
• Jessilin M. Quint, OD, MBA, FAAO, has fun with AI at Smart Eyecare in Augusta, Maine. “AI has become one of the most valuable tools I use for staff training,” explains Dr. Quint. “I create avatar-based videos of myself in a TikTok-style format to keep our team informed about new products, office updates, and ocular disease education in a way that's engaging and easy to consume.
“From building meeting agendas to generating training recaps and action-item summaries, AI allows us to train smarter, communicate better, and stay aligned across multiple departments and locations.”
• Don Rooker is COO at Invision Optometry in San Diego. A big proponent of the practice benefits from AI, he says, “We have fully embraced and even helped develop the AI Scribe we use in the exam rooms for EHR documentation. We are also helping develop and are in the process of adopting AI technology for many other items.”
• Ginamarie Wells, PhD, MCC, CEO of Connection Coaching, describes herself as a master certified coach, as well as a professional mediator and trainer. Working from her office in Cooperstown, New York, she says, “AI is great at making videos and gamification. It's made access and production much faster and easier when researching class and training material. I have used AI in researching those but not in the actual training itself.”
• Mary Schmidt ABO, CPO, operates EyeSystems, a consulting and training company in Pleasant Hills, California. She uses AI as “a sounding board to supplement and support my training programs.” One caveat: “AI can generate content in seconds, but it needs rigorous review for accuracy and clarity,” stresses Schmidt. “More importantly, it can't build trust, inspire action, or coach someone through a complex learning situation. The future of training isn't AI vs people. It’s AI and people working together to create better learning experiences."
Whatever its current applications are in a practice, there’s no question that AI will continue to evolve and be an increasingly important engine for learning and much more.
Don’t put the cart before the horse, however. While AI is an increasingly valuable vehicle, it is you and the other members of your practice who are the drivers of your future.