First, call centers replaced many doctor receptionists. Now, AI is coming

By Darius Tahir | KFF Health News

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly patients who are alone and experiencing a medical emergency.

“That’s not part of the job of our employees or our tech supports,” said Ruth Elio, an occupational nurse who supervised the center’s workers when she spoke with KFF Health News last year. “Still...