Healthy AI Adoption: Supporting Agents While Expanding Language Access
By Angela Hoegerl, Senior Director of Client Success, Dialog Health
I frequently speak with call center leaders who feel like they are standing at a crossroads. On one side, there is constant pressure to modernize, streamline processes, automate routine tasks, and keep pace with rising expectations. On the other, there is a deep commitment to preserving the human connection that makes great call centers like those we work with so effective. In healthcare especially, that human element carries enormous weight. People are not usually calling about casual matters. They are trying to deal with something stressful, like schedule surgery, understand a bill, clarify instructions from their doctor or nurse, or help a family member navigate the complexities of our healthcare system.
Artificial intelligence (AI) has quickly moved from an abstract concept to daily conversations in those rooms. I can't sit down with a leadership team without someone asking how AI should fit into their strategy. The question isn't whether AI will be present in the contact center environment. In many ways, it already is. The more important conversation is how to further introduce and leverage it in ways that genuinely help agents and expand access to the populations they serve.
I've spent a great deal of time considering how call centers can communicate with greater clarity and intention as expectations around speed and personalization continue to rise. As multilingual outreach expands, the next step is making it scalable without adding strain to staff. Applied thoughtfully, AI can extend language access while keeping workflows manageable for the teams delivering that communication.
Where AI Can Make a Meaningful Difference
One of the most persistent communication challenges call centers face is serving diverse populations. Federal data show that more than 1 in 5 people age 5 and older in the United States spoke a language other than English at home during the five-year period from 2017 to 2021. In many communities, that percentage continues to rise. When critical information about appointments, preparation instructions, payments, or follow-up care is delivered only in English, the likelihood of misunderstanding grows. Missed appointments, same-day cancellations, and confusion around instructions appear in operational dashboards every week. We also seem patients and caregivers expressing their frustration in highly visible areas like online reviews, social media, and discussion groups.
Historically, addressing language gaps in real time has been difficult. Hiring bilingual agents for every language represented in a service area is unrealistic. Routing calls through third-party interpreter services can slow down interactions and add cost. Without integrated translation tools, supporting multiple languages across digital channels can quickly become operationally complex. The challenge has always been in execution.
This is where I see a responsible role for AI. When I talk about healthy AI adoption, I'm talking about starting with use cases that solve a clear problem, fit naturally into existing workflows, and give agents even more control and opportunities for success. Translation is one of those use cases.
Recent advancements in AI-powered translation technology now allow organizations to easily and quickly communicate in numerous languages within their existing messaging platforms. In practical terms, that means an agent can send a message in a patient's preferred language and receive a reply that is instantly translated back into English inside the same dashboard they already use. The technology works quietly in the background, while the agent remains the one interacting with the patient or caregiver and guiding the conversation.
What stands out to me about this approach is how directly it supports staff. Agents don't hand conversations off to a bot. They are not losing visibility into what is being said. They are not guessing at tone or intent. Instead, they are equipped to communicate clearly with someone they may not share a common language with. That reduces stress on both sides of the conversation.
I have seen early data that reinforces what many of us intuitively understand. When people receive messages in the language they are most comfortable reading, engagement rises significantly, response rates climb, and reach improves. Same-day cancellations drop when preparation instructions are understood. Bills are paid in full and on time. Those are operational and financial gains, but they also represent something more fundamental: fewer patients falling through the cracks because of a language barrier.
Adopting AI in this way also helps protect the culture inside the call center. Agents often worry that automation will chip away at the value they bring. I believe leaders have a responsibility to introduce technology in a way that strengthens staff confidence instead of anxiety. When AI removes a barrier that has long frustrated staff — like scrambling to find a colleague who speaks a certain language — it quickly becomes a welcome addition.
Of course, healthy adoption requires more than flipping a switch. It means setting clear expectations about where AI is being used and why. It means training agents so they understand how translation works, what its limitations may be, and when to escalate to a live interpreter for highly complex situations. It means monitoring conversations and outcomes to ensure quality remains high. None of this is glamorous, but it is the difference between thoughtful integration and careless implementation.
I often encourage leaders to look for AI applications that feel almost invisible to the end user. If a patient receives a text reminder in Spanish, Mandarin, or Vietnamese and can respond naturally in that language, their focus is on the appointment rather than the technology. From their perspective, the organization simply communicated in a way that made sense. Behind the scenes, AI made that possible at scale.
In healthcare call centers, communication is tied directly to outcomes. Clear instructions can prevent a no-show or no-go; a well-understood preparation message can avoid a canceled procedure; and a billing reminder that feels respectful and readable can accelerate payment. As language access improves, so does performance.
Moving Forward With Intention
I see the future of call centers centered on equipping skilled professionals with better tools so they can focus their energy where it matters most. Translation technology is one example of how AI can be applied with restraint and intention.
As more organizations explore AI, my advice is to start where the impact is clear, and the risk is manageable. Look for solutions that expand access, reduce confusion, and enhance engagement across diverse communities. Introduce these AI systems thoughtfully, train your teams well, measure what changes, and always listen closely to feedback from both staff and the people you serve.
In a call center environment where every interaction carries weight, inclusion becomes part of the experience you deliver every day. It shapes how people feel about your organization long after the conversation ends.
Angela Hoergel, MBA, is senior director of client success at Dialog Health, where she leads enterprise customer strategy and drives measurable, outcome‑focused value for healthcare organizations.