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Hello Patient: The AI Revolution That's Fixing Healthcare's Most Frustrating Problem
Hello Patient: The AI Revolution That's Fixing Healthcare's Most Frustrating Problem
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- [00:00]
A
What if healthcare actually called you first?
- [00:04]
B
No more chasing referrals. No more sitting on hold. No more wondering if your provider even remembers your name. Today on Lead with AI, I'm speaking with Alex Cohen, the founder of hello Patient, a platform that's flipping the script on patient care using AI and predictive workflows. Hello Patient helps health systems reach out before you even realize you need help. It's proactive, it's personalized, and honestly, it might just be what the future of healthcare should have looked a long time ago. If you've ever felt forgotten by the system, this episode is for you. Let's get into it.
- [00:45]
A
Welcome to lead with AI. I'm Dr. Tamara Nall. In each episode, we will take you behind the scenes with visionary leaders shaping the future of AI across public and private sectors. Join us as we explore groundbreaking projects and innovations that are transforming industries and making a real impact on people's lives. Let's dive in.
- [01:15]
B
So, hi, everyone. How are you? It's Dr. T. Your host of the Lead with AI podcast. And I am so excited today to have Alex Cohen, who is the founder and CEO of hello, Patient. Alex. How are you?
- [01:27]
C
I'm doing great. Thank you for having me.
- [01:30]
B
Absolutely. And I see your New York background there. I love New York. So good vibes for the podcast.
- [01:36]
C
Yeah, good vibes. I'm here for. For the week and then head back to Texas on. On Friday, which is where I love more than New York, so.
- [01:45]
B
Oh, okay, that's good. Go visit New York and then get to go back home.
- [01:51]
C
For sure. Go. No, it's. It's a good time. I lock in up here for like a week and then I go back home to be with my family. And then.
- [01:58]
B
Yeah, so it's good, that's good, that's good, that's good. So let's get started. So we're here to talk about hello, Patient and how AI drives your technology in the healthcare space. But first, before we get into the juicy stuff, let's talk about you. Like, who are you at your core? And I feel that every AI product starts with a deeper vision. So talk to us about that moment where you realize that there was a need for hello Patient and the problems that it could solve.
- [02:31]
C
Definitely. So, you know, I think for those who know me, know I spent about three and a half years at Carbon Health, where I ran all of our consumer and growth product there. And, you know, we served like over a million patients a year. 150 clinic site locations. Really big, you know, big problems. We were taking on during COVID and then post Covid. And so, you know, I try to automate a lot of this work. Four years ago when I was there, you know, we, I had done our call center migration. It kind of fit under patient experience. And so we were rebuilding all of our contact center how patients got access to a different piece of information that they need. And like you couldn't really do any of this work four years ago. The best thing that the call centers had before the contact center platforms and you know, those are like your ring Centrals, talk desk 5, 9. I looked at all them. What they had was basically what they call an iba, which in the telephony industry stands for Intelligent Voice Assistant. And all that was back in the day was like, hey, here's a bunch of keywords you can put into the tool and a bunch of FAQs and if we match a keyword it'll answer the question. And so when you call into, you know, to AT&T today and it's like, I'm a robot that can understand sentences. It's like, no you're not. It's because they're just using basic keyword matching. And I think for the most part, you know, most of the call center platforms are still over glorified like keyword matching today. And, and so yeah, I tried to automate this work four years ago. I was like, how do. There must be a way for us to let patients reschedule, cancel book appointments, do all that stuff over the phone. And there wasn't a great way of doing it unless we built everything ourselves back then. And then you fast forward four years later, you know, LLMs become mainstream. The intelligence gets there where you can actually do things using AI now. And, and we saw this opportunity to say let's go like, you know, if nothing else, let's go fix the problem that we try to solve, you know, that we, that we couldn't fix four years ago. And so, and that's really what like drove most of the work that we're doing today. And there's a longer term vision, you know, that we don't share as much publicly, but it starts with automating a lot of the front office work and back office work of healthcare practices.
- [04:35]
B
Mm, that is amazing. And talk to us about like a holy smokes moment where a person first experiences hello patient and it totally changes everything for them.
- [04:51]
C
Yeah, I mean I think, you know, everyone has this sort of prior of, you know, you call in and an agent answers and it says hi, I'm a Virtual agent, how can I help you? And you're like, ah, fuck this. Can I curse on this podcast? Is that okay?
- [05:04]
B
Well, you already did, so let's go with it.
- [05:06]
C
Okay.
- [05:08]
B
My guest. My guests do cars.
- [05:10]
C
Okay, great. I do quite often. And so luckily, my kids don't copy me just yet, but okay, I, I, yeah, I mean, you know, you call in, you're like, this thing's not going to work. And so you're just like, representative, representative. And you start, you know, mashing zero. And, and I think the minute that you go through an entire conversation and the agent is like. Because we basically program it to be like, what are you doing? Like, I can help you with everything. And you're like, oh, let me give it a shot. And so you start, and it's like, yeah, I can look up your account. I can do these. I can, like, help you. Oh, I found your upcoming appointment on Friday. And so you're like, whoa. Like, you know, basically, the future is here. And chat GPT, it was just announced that they have, like, 700 million weekly active users right now. And that really, I think, has shifted the paradigm for a lot of people on, like, what these things can do. And, you know, bless Sam Altman and the team for doing all that work, because it really, like, shifted people's thinking around, like, what AI, like what conversational bots can, can actually do. And so you start thinking, okay, if this is like, chat gbt, but for my healthcare, over the phone, like, I'll try it. I'll have a conversation with it.
- [06:16]
B
I'll do these things.
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C
And so that's really the aha moment is we, we actually get this a lot when we're doing, like, texting campaigns, because people don't know as much that it's an AI when you're texting. And they're like, they'll write in and say, are you AI? And the agent's like, yeah, I'm in AI. And they're like, whoa, like, you did all the things I was asking for. That was so efficient. And I think generally, like, do you, do you actually care if you're talking to a person or an AI in the world that we're doing?
- [06:40]
B
Solve my problem. Just solve my problem. Yeah, that's kind of how I feel there. I actually had that experience, not this weekend, but last weekend. It was related to my phone. And it was amazing because literally I would put something in, I would get a response. I got to a certain point, but then I did have to actually go to a human. And that would be at the point where I need to go to a human because I, you know, I had to get my phone authenticated, but it was on my previous phone. So now I'm on this new phone and there's nothing you can do. It's very phone specific. So the chatbot couldn't help me at that point. Then I went to a human and was on the phone for three hours. So it went from like literally five minutes of getting me as far as it could to three hours. So. So it definitely helped. And so basically you're saying you tried to solve this problem four years ago, and it was not until now with, with like the advent and the greater use of LLMs, that you're able to really take hello Patient to the next level. And why you found.
- [07:44]
C
That's right, that's right.
- [07:45]
B
Okay, got it. Now talk to us a little bit. You know, we're kind of curious, we're very nosy. How does it work? So if I'm looking at the brain of hello Patient, if I'm opening up the hood, how is it? How, how does it all, you know, work together?
- [08:02]
C
Yeah, so at its core, you know, similar to how like ChatGPT works, there's a system prompt behind the hood that tells ChatGPT everything that it can do and say. And it's got, you know, the LLM has a bunch of knowledge that it's referencing and then, you know, there's guardrails and all these things that go into the prompt. And that essentially is like the core of what we do. But we build very context specific system prompts for the healthcare practices. And then there's AI tools, which is essentially how do you give an AI AI the ability to use other tools in its work? So like, when you're, you know, if you're using like ChatGPT, it has different tools under the hood to like create documents and artifacts and do research and do all the, you know, scrape the web. And they're very advanced tools and we build similar tools, but they're integrated directly into the electronic health records and practice management system so that the agent can look up your account and it can actually say, I need this, these pieces of information to go use this tool to look up your account. And then my next step after looking up your account is to then authenticate your account. Are you who you say you are? Let's date a birth, last name, whatever it is. Then there's other tools, like how do we book appointments, how do we search for services, how do we triage the thing that you're coming in for. And so ultimately you can imagine like historically there's a deterministic flow of I want to get scheduled, right? So I choose a location, I choose a provider, I choose a service, I choose a time. We remove the need for having a very deterministic flowchart style experience and build an agent that has a bunch of tools that it can use to actually get the job done in whatever order it makes sense to collect that information from the patient. And in the meanwhile, we're swapping a bunch of context and system prompt under the hood so that it knows how to do that job at any step in the operation. And so we kind of say that like we've seen how some of the other folks in the space have like built these products. They're a lot more deterministic. So you get stuck in a scheduling flow. So like it's kind of like an over glorified Ibrahim. If you are in a scheduling step, then you're stuck in that scheduling step. You're like, oh wait, but you take my insurance. It's like I didn't understand that that wasn't one of the options that, that I have.
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B
Right.
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C
We're a little bit different where we kind of say we're giving agents full agency on how to do the job and they mess up, you know, 5, 10% of the time. But it's a lot more conversational fluid, better for patients and we believe that the LLMs will get smarter, better, our prompts will get better over time to the point where that error rate drops almost to zero and then it's, and then it can handle whatever you throw at it. And so we, we very much are pushing system prompts to the limits, real time voice and SMS experiences to the limits in a way that has not been done previously. And then there's a whole bunch of other stuff that goes into it where like we, let's say you run, you know, a large primary care group, like you have service reasons and providers and locations and specific contexts on what you support and how you supported with the flow should be and all these things. We spend a period of time setting up a practice to ingest all of their preferences, all of their SOPs, all of their workflows. We have a very advanced internal tool that we can then go put all these like pieces in. And then again during the conversation we're feeding all the appropriate context to the agent to understand how to do that job in a way that like someone at the front desk would do that job.
- [11:25]
B
Yeah, that's that's amazing. And for our listeners, what is your ideal customer? Hello, patient can help. Who is it? A certain size of a practice, particular lanes within healthcare. Tell us a little bit more about, about that.
- [11:43]
C
Yeah, we primarily work with like outpatient provider groups today. So you could think like your 20 location, you know, primary care, urgent care group or even like 100, 200 location group. Like it's usually multi site I would say, you know, if there's providers listening who are one dock or two docks in one location, unfortunately we end up being cost prohibitive versus just hire a virtual assistant somewhere to go do the work because that's ultimately going to be cheaper than using us. And also, you know, part of that cost is we operate as a fully managed service. Right. So we build our all of our own agents, but we build them for you, we deploy them for you. That costs us like some of you know, essentially like services, style, expenses. And so typically the right size is like you're starting to think about, hey, do we centralize a team? Or maybe you have a call center already or maybe like you're 10 locations and you're trying to figure out standardization across the practice. That's really where we fit in because we get some economies of scale of being able to charge against 10 locations versus just the one. And if we can back into pricing for 10, it's usually more economical than bracking into one. Unless it's like a super large location with like, you know, tens of thousands of calls a week. But yeah, for the most part multisite locations, I mean really the specialties that we focus on are the ones that you would traditionally call in to get care for when you need it. So very highly episodic care. You can think about, you know, oh, you know, I'm not feeling good. Should I go call the urgent care today? Or like maybe my pet's not feeling good. I'm going to call veterinarian and then you're going to shop around a little bit. Maybe you're trying to find a new eye doctor, find a new med spot to go do Botox. Like those, they all share this like similar characteristic where the phones are their number one revenue generator and they need to answer the phone or your patient or potential patient is going to go to another practice down the block.
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B
Okay. Okay. Now that's very, very helpful to kind of. And is it more than scheduling? You said front office and back office. So what are all the different functions that you help with?
- [13:42]
C
Yeah, we spent the first year, I mean we've Only been around as a company for 15 months now, 16, I don't know, like a little over a year. And we spent really the first year just like building the software to do inbound and outbound. And I think that's one of our key interesting differentiators is we actually manage a lot of the outbound workflow. So let's say you run a optometry group and you're like I need to reach out to every patient that is now eligible for another eye exam this year. Maybe they haven't come in for, you know, the follow up visit. We can actually go reach out outbound to all those patients very programmatically get them scheduled for that appointment. And we kind of look at ourselves as like marketing automation software actually more than we are like anything clinical related. And so you know, and so we like every on the inbound side it's very straightforward. It's like appointment confirmation scheduling, rescheduling, canceling medication refills, medical record requests, some FAQs, like you know, sort of those things. Do you take my insurance on the back end though? It's like all of the stuff you need to do to grow a successful practice via retention re engagement. And so those would be pieces like follow up post, follow up visit calls and you know, appointment reminders and doing like patient recall campaigns. So like hey, you know, come back into the practice, you're overdue for your, for your annual wellness visit or your vaccines or something like that. There are some other really interesting things we do with like value based care providers around member engagement, helping them stratify risk better. But we for the most part, yeah, an outbound is kind of like the wild west. Like every practice is going to have a different use case, different need of what they want to solve for. They end up converging into like a common 20 to 30 workflows. But we support many of them today because we essentially like look like marketing automation software under the hood.
- [15:31]
B
Got it. Let's say that I am a physician and I have this multisite practice and I want to send out happy birthday calls or I could do that or it's been five years. Okay, all right, got it. I'm just giving out some free advice folks let you know.
- [15:50]
C
Yeah, I mean that is a, that is a really good one. Right? It's like the difference between the old way of you would send a generic text message, hey, it's your birthday, come on in and get 15% off. And you're like ah, another marketing message. But now we're like hey, this is, you know, Dr. T's office. I saw it's your birthday. Happy birthday, by the way. Do you want to come in? It's been a while. You're like, oh, someone's reaching out to me. Let me, let me like write back. And then we're designed to have that full conversation. So it doesn't feel as transactional anymore. It feels a lot more as it should be. Like we really are personalizing these things and want it to be a 10x patient experience than, you know, you getting. I mean, I just unsubscribed from like some veterinary spam email I got this morning. Like, you know, and so our goal is to turn everything into hyper personalized patient experiences.
- [16:41]
B
Yeah. And, you know, I, I have often thought about this because I would get an email of some reminder of some. And it's also like an opportunity to say, you know what? I don't want this. Let me unsubscribe. So it could be risky because you could lose a patient. But if it's highly customized, if I'm singing you my little birthday song, then you might be. You either gonna be really annoyed or you're gonna be really grateful and say, you know what? Let me make my appointment.
- [17:04]
C
Definitely, Definitely. And yeah, I think that's. We have higher conversion rates, higher engagement rates than what your static marketing campaigns do. For sure. By a lot.
- [17:16]
B
Awesome. I love that. Now, you gave us an example earlier about like the wow. That a customer will experience. Talk to us about an experience that you've had with hello Patient, where you're in the next cycle of development and you are blown away by what you've created to that moment. You know, if you have a little dance, you can do that. Like, take us to that chill, jaw dropping moment where you were blown away by what you've created.
- [17:45]
C
You know, it's funny. I'm. I'm probably the biggest critic of our work. And so I'm never happy, right? Like, I'm always like. I mean, I think every day I'm like, fuck, I hate agents. Like probably like four times a day, you know, as I'm going through call transcripts and I'm like, why did we get into that, this work? But. But at the same time, it's like, then I see these real conversations happening and I actually just got a message from a company we work with that they're like turning on another phone line. Like, literally it just popped up as we're like on the podcast. And so. Okay, but it's like those things where you, like, hear it, have a conversation. You're like, holy. We, like, we did it. Like, things are working. When they're working, it's amazing when they're not working, you want to break your laptop separately times a day. And so. But, yeah, I mean, it's.
- [18:30]
B
It's.
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C
It's pretty amazing, you know, to see, like, for the conversations that go really well again, 80, 90% of them, I'm like, whoa. Like, this is insane. Like, we are literally building the future. And then for the 10%, like, fixated on, like, I. We need to strive. I mean, we'll never. You know, it's kind of like professional athletes, like, never strive, like, never, never believe in perfection, but they always strive for perfection. And it's very similar to us. It's like, the only way to become exceptional is by pushing to be perfect. And. But there's no definition of that. Like, there is no world in which we are 100% perfect ever.
- [19:05]
B
Yeah, yeah, yeah, yeah. And, you know, it's interesting because you're not the first guest that has said that. And it's like, you know, I'm never satisfied. I always wants to be better. But at Lee, with AI, we believe in celebrations because you are making a difference. So in those moments, Alex, I'm encouraging you to, like, celebrate however you do that, because that's really important. And then, you know, you're here on the. On the podcast as a guest, and in the future, I can't wait to meet people, and they're like, hello, patient. Hello, patient. You know, so you should definitely celebrate it.
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C
Definitely.
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B
Now? Yeah, absolutely. Now, let's talk about ethics. I mean, you have access to a lot of. What is it? Phr. You know, private health information. Phi. A lot of private health information. Talk to us about how you think about ethics and how you maintain privacy. I mean, it's very powerful. Kind of what you have access to once you're onboarding a customer, definitely.
- [20:04]
C
So, you know, one I'll say is, like, as every healthcare startup should be, we're Sock 2 Type 1, HIPAA compliant. We are going for SOC 2 Type 2. It just takes time. Um, more importantly, though, like, I came from a background of compliance and security. Like, when I was at Carbon, this was the number one thing that I focused on in terms of, like, our. Like, our work that we're do. We were doing. And so we've gotten through majority of the red lines and majority of the contractual agreements with larger healthcare groups that we've needed to. We've been. We've done penetration Testing like we really have spent a lot of money on making sure that we are fully compliant, auditable, traceable, limit access. And so one thing we don't do is we don't store patient data, right. So like if you call in, I don't have currently a pre existing record of you for in our system we have to basically Talk to the EHR via APIs and actually get your patient record in real time. And the only way to look that up is if like several pieces of phi match what we need in order to validate your account. So like let's say you called in and you're like hey, I used another phone number to sign up. We actually can't physically look you up. Like we restrict the agent from not being able to look up stuff that's not you and then you have to verify your date of birth and your last name and all these things. And so yeah that's so we, we really like restrict the access of what the AI has access to long term. And each call is ephemeral. We have zero data retention policies with all of our vendors. So we're really, really stringent around like what we can store at any given point in time. And we only hire like senior full stack software engineers who like have, have experience building this stuff. So none of, none of our app is vibe coded. None of it's like, you know, we, we're really like, we probably overdid it with enterprise grade level of infrastructure but I don't think you can overdo it.
- [22:05]
B
And in healthcare that's amazing Alex. So let's talk about the future a little bit. Where do you see hello Patient in the world? Like what's the big, big, big future plan that's powered by hello Patient?
- [22:19]
C
Yeah, I mean I, I would say like phase one is there's just so many workflows that we can automate and relieve providers, admins, you know, administrative staff, front desk staff of doing routine repetitive work. There's kind of this like low hanging fruit level of just work that can be automated and we start there and, and I think you know, get to hopefully hundreds of millions of conversations per year really, really shows that we're like doing our job. We're in the millions of conversations per year. We just want to be in the hundreds of millions, if not billions of patient conversations for years. So I think that there's a lot of work to get there to start and we're like very hyper focused on that. And of course that's still already today inbound and outbound across the different workflows that I shared. Ultimately like we envision a future where every single patient journey is just hyper personalized automatically in the background. Like every healthcare provider has almost this like marketing team running for them 247 with agents that you don't have to think about. Yeah, you know, oh, do we send the happy birthday reminders like we're just doing it or do we send the post visit follow ups like we're just doing it. And so, you know, and then as you get like deeper into what type of care they need, you're looking at closing care gaps and you're looking at care plans and you're determining like alongside the groups what the patient actually needs in order to get access to care in a lot faster of a way. And so, and that's, you know, I think like success for us is, is we want to automate as much as we can across the stack for these groups. Especially when it, when it comes to the patient facing side. We're not doing clinical charting, we're not doing EM coding, we're not doing billing all those pieces. But we are very focused on like, you know, long term. Can you basically have this team of, of like agents just running all the communication for your practice?
- [24:14]
B
Got it. Okay. I love that. The big future for hello Patient. Now, you know, my listeners, they're always like, and I kind of mentioned this before, you got to make us believers. They're like, you know what, I get calls all the time. There's always somebody trying to pitch me something. Hello patient, goodbye. You know, goodbye. Good grab patient. So what's the one thing that our listeners can try, build or explore this week with hello Patient to become believers?
- [24:43]
C
I mean, just go to the website, hellopatient.com you can scroll down 2 seconds and you can try out all the demos live on the website. Like we're very big on show. Don't tell. I would say our sales pitch is very much like, just use it, just try it. We'll build, you know, we'll build, build you a POC and let you go and you know, show the team and wow the team. And, and so yeah, I would say I'm not, I'm not here to like give you a hard pitch. Just go to the website, try it out, talk to the agent. You know, hopefully it works for you. If it doesn't work then like you won't trust us anyway. And so it's, you know, that's, that's the, that's the pitch. You can just literally go to hellopatient.com there's, like, six different demos that you can try. They're all live, they're unscripted. You talk to the agent, it shows your transcript, and, yeah, that's. That's. That's what we're doing.
- [25:24]
B
Amazing, amazing, amazing. Okay, so you heard it here. You will be saying, hello, patient. So go to the website, hellopatient.com and try it out. So you can say, hello.
- [25:35]
C
Perfect.
- [25:35]
B
Okay. Yes.
- [25:38]
C
And fun fact, we only paid 5,000 bucks for that domain. We got really lucky, and someone had it for sale when we. When we first started out. And so we. We snagged the domain even before we had a company.
- [25:49]
B
You know what's really interesting is that. So I do buy domains, too, because I'm. I like, start a business a day, but I just, for some reason, cannot pay more than one cent.
- [26:00]
C
Oh, yeah.
- [26:02]
B
I just can't. But it was interesting while you were talking, because of course, I have the company name up here, and I'm like, gosh, how did they. When you said, hello, patient.com, i'm like, how did they get hello, patient.com? i'm. I'm pretty sure. So, wow, 5,000. That is a deal.
- [26:18]
C
Yeah, I mean, I probably would have paid like, three, four times that if they, you know, had it listed. But the minute that I saw was available, I bought that. I bought IO, I bought that net. I bought all them. And so the only one I don't own, and if you're listening to this, sell it to me. But hellopatient co, and that's the only one that we don't own right now. I don't know who owns that one.
- [26:38]
B
So I don't know. You might have to do without because you already say you're willing to pay triple or double.
- [26:44]
C
So I'm willing to pay like, $10 for that domain.
- [26:48]
B
Okay, yeah, $10. That's it. Give it up. Give up HelloPatient Co right now for $10. That's all he's willing to pay. Okay, so let's go from one genius to another. So this is a question from my previous guest for you, which is very easy. You know, there's a lot of things that's going on in the world, and people see this and people say that I think the new excuse is going to be that I wasn't there, that wasn't me, that was AI generated. So this question is from our previous guest, which is if AI can make lies look distinguishable from truth, what does that mean for the future of trust on the Internet?
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C
Yeah, that's an interesting question. It's an interesting paradigm of what we're going into. Like there's always pros and cons of everything. That pros of AI are endless. The cons of it are, you know, downsides are obviously not great. Like how do you trust, like there's so much AI slop on the Internet today. I, I think like there will be billion dooll businesses and like browsers native to detecting AI. And that's ultimately the world that we get into is like, you know, whether it's regulation, like you must disclose that this is AI generated or you know, better like algorithms to determine if things are AI generated. I don't have a good answer to it. Besides always triple verify everything now and make sure that, you know, I mean, I, I think we're going to end up in this very dark place of like deep fakes and lots of just like abuse of AI being created. Like there's obviously net negatives to society from it, but the, the pros are obviously really fantastic. And so yeah, I just think, you know, in the future we're going to have systems and native to our hardware and native to our browsers and everything that just like help det something is AI or not AI. And that's not to say that that will be the solve for all problems. It's really hard to put, you know, the genie back in a bottle if, if there's a deep fake created of you and like everyone sees it and they don't know that it's AI. And so I don't know. Yeah, I don't know how we solve for those things longer term. But yeah, but I, I think step one is having a layer that sits in between us like processing AI and telling us that it is AI.
- [29:06]
B
Right. Yeah. I think it is an interesting question because for me I have found myself and not even from an AI perspective, but just what's going on in the world. There's just a lot going on and sometimes when I'm fed different news, et cetera, I find myself trying to verify it myself. So hopefully if we want to spin it a little bit, it will make people become a little bit more critical to kind of like confirm, justify research versus just take things for what it is at face value. Hopefully.
- [29:36]
C
Definitely. Yeah. And maybe that's good. You know, people just read headlines today and they, you know, they believe it as truth. Then you go on Facebook and like every boomer and their mother is looking, you know, is believing all this like AI generated slop. So you know, hopefully it makes us are all more vigilant I'm not looking forward to the day, you know, you know people that I know get a call and they're like I thought it was you on the phone. Right. Because like you can do a lot of stuff with voice AI these days. And so it's, you know, I think it's, we're gonna have to have a lot of like weird secure ways of verifying people are who they say they are. Like I would love that if my parents phone had built in like again, AI fraud, spam detection, things like that. So I think there will be like several multi billion dollar businesses created. And it's not that none of this has existed today. It just makes it way easier for it to exist. And so that's probably the, the, the downside is sort of like the proliferation of these things just becomes worse.
- [30:34]
B
Yep, yep, yep, yep. Absolutely. So let's go into our bonus rapid fire. I'm going to quickly ask you four questions. You're going to give me the first response that comes to mind. All right. Most overrated tech trend.
- [30:45]
C
Most overrated tech trend. Remote work.
- [30:50]
B
Remote work. Okay. Why? It's supposed to be quick but I.
- [30:53]
C
Want, oh, I just think that we, we overshot it on remote work during COVID and and now you have people who have three, four, five jobs at home and they, I mean like I think remote work is great for a lot of people. I think that in person work is better still and way more collaborative. And I just think we over index and like folks have become a bit lazy on the, on sort of the whole like return to office piece and you find a much different person who is very much willing to work three or four days in the office versus one day at home or like five days at home. And so yeah, and there will be amazing companies built that are remote first. There will be, you know, a lot of companies that like struggle to get it right with, with remote only. And we're very big on in person work.
- [31:33]
B
Yeah, yeah. For us. Well, you know, I'm a serial entrepreneur and investor and so one of my main company, we were remote forever. I just wanted to find the best talent. I don't care where you're located. I mean some of my contracts there, there are restrictions as to where people can be located but for the most part it was remote and I love it. And now particularly after Covid because we had to go to meetings and conferences and all that, I'm kind of spoiled with my yoga pants. Pants. I have my yoga pants with my two pockets and I'm Good.
- [32:02]
C
Are you wearing yoga pants now?
- [32:04]
B
No, I'm wearing yoga shorts. I would get up a little bit. Inappropriate for the. For the community.
- [32:11]
C
For sure. For sure.
- [32:12]
B
But you can see my nice blouse. But yes, I am very comfortable below. Okay.
- [32:17]
C
Definitely.
- [32:20]
B
Most underhyped AI breakthrough.
- [32:23]
C
I think, like, AI search is still under hyped. It's not as exposed yet on the Internet as it can be. Like when you. When you use. And I blame Google for this, but, like, when you use Google's AI mode, it's actually exceptionally better than using their regular search. They. It just cannibalizes their existing business. And so I think we're still in the very early innings of AI powered search.
- [32:44]
B
Okay. Lot. I love that. I love that y' all heard it here. One book everyone should read in general on the future.
- [32:52]
C
The Score Takes Care of Itself. And it's a. It's a. I love sports books, actually, in terms of, you know, using, like, sports coaching and leadership. And we. We think of ourselves a team, not a family at work. Like, that's a big philosophy that we carry. But the Score Takes Care of Itself as a book about Bill Walsh and. And like, he led the 49ers to six Super bowl or I think it was six Super bowl champions. And started off rough, but the whole premise of it is great inputs lead to great outputs. You can't have great outputs without great inputs. And it's like, you know, that's generally the book summed up in one sentence, but it is a exceptional book on leadership and philosophy and how you approach.
- [33:30]
B
Team building and actually very relevant to hello, patient. Because without great inputs and data from your customers, you won't have great outputs for the patient. So.
- [33:40]
C
All right, that's. That's always the joke in AI is like garbage in, garbage out. So you need. Need not garbage in for sure.
- [33:46]
B
Right, Absolutely. And the boldest AI prediction you believe, Big, bold, shocking.
- [33:57]
C
I actually don't think that AI will have as big of an impact on jobs as people say it. Well, I'm sure that's kind of the most common one that you get. And if it does, we're like a decade out still. I mean, if you see these things in production today, you're like, there's no way that things taking my job. It makes us all very efficient right now. And. And as the models improve, and they may improve exponentially, but generally, yeah, I think. I think we're. We're overselling the promise of, like, you know, pure jobs destruction.
- [34:23]
B
Yeah. Yep. Okay, awesome. Well, I've enjoyed this conversation. If people want to learn more about hello patient, if they want to get in contact with you, tell us, how do we do that? What are your social media handles? Tell us all the good stuff.
- [34:37]
C
Yeah, you know, I think we own the hello patient Twitter handle. We have LinkedIn, you know, hello patient, we've got hello patient.com. you can email us@helloelllopatient.com and yeah, those are all the best ways to, to get in touch with us.
- [34:50]
B
Awesome. Well, thanks so much for this conversation. We appreciate you so much. And I mean, it's amazing to be able to schedule and do all the things that I need to with my physician without being, you know, operator, operator, hanging up, cursing and all that stuff. It's good. So thank you to you and the team for all that you're doing and let's definitely stay in touch.
- [35:10]
C
Awesome. Thank you for having me, Dr. T. Absolutely.
- [35:14]
B
And to everyone out there, be sure to lead with AI. I'll see you next time.
- [35:19]
C
Bye.
- [35:20]
A
Thanks for tuning in to lead with AI. I'll see you next time as we continue exploring the cutting edge innovations shaping AI across the public and private sectors. Until then, keep leading with AI.