As artificial intelligence (AI) continues to penetrate nearly every industry and aspect of our everyday lives, ECPs and optical retailers are taking a hard look at the technology, and appear to be in various stages of implementing it into their business models and strategies. It also appears that AI is ready to permeate the optical industry as well, with the promise of more efficient processes that can benefit both providers and patients/consumers.

While AI is proliferating across many industries, many C-suite executives are moving forward cautiously with its adoption. Some cite security concerns and others point to the unreliability of AI systems that can generate wildly inaccurate information. A recent example that made headlines is Google’s experimental AI Overviews search tool that the company withdrew for further development after it advised some users to use glue to make cheese stick to pizza better and said geologists recommend people eat a rock every day.

According to a new survey, conducted by Teradata by NewtonX, 7 in 10 business executives said their AI strategy is not fully aligned with their business strategy, while 61 percent said they fully trust the reliability and validity of their AI outputs. Meanwhile, 40 percent of the survey’s respondents do not believe their company’s data is ready to achieve accurate outcomes.

Despite these issues, a growing number of optical businesses, including frame and lens manufacturers, wholesalers and retailers are employing AI for a variety of tasks, and with good results. Eyecare professionals are also beginning to reap the benefits of AI, with ECPs employing the technology for such tasks as targeted marketing campaigns, sales training, patient education, and for transcribing patient conversations.




“The benefits of using AI are paying off for Elite Eye Care,” Haley Perry, OD, owner of Elite Eye Care in Arden, N.C., told VM. “I have seen a substantial boost in productivity. AI allows me to spend less time on routine tasks such as charting and data analysis, giving me more time to focus on higher value activities.” (See sidebar below)

Back in March at the VM Summit, Samantha Jordan, head of computing and technology at the Future Today Institute, posed this question to the crowd of optical industry leaders, “Are you optimistic about the future of artificial intelligence (AI)?” John Whyte, MD, MPH, WebMD’s chief medical officer, discussed with VM Summit attendees how patients are learning to trust chatbots, how doctors are integrating generative AI into their practices, the need for transparency and other practical aspects of AI implementation. Dr. Whyte said, “AI is a work in progress, and we have just started to scratch the surface of how we can use AI to improve health care and vision care outcomes.”

Vision Monday reached out to ECPs, optical retailers, eyewear companies, and contact lens companies to find out how they are applying AI in their businesses. The “potential of AI” was mentioned frequently, with some companies taking a more cautious approach to AI with concerns over security and privacy at the forefront. Click here to read the full story.


North Carolina Practice Believes in the Power of AI




Haley Perry, OD
 
Haley Perry, OD, is a big believer in the power of artificial intelligence (AI). The owner of Elite Eye Care, a Vision Source practice located in Arden, N.C., said the office “has leveraged AI to streamline our operations and improve efficiency across various roles.” From the front desk to the marketing department to transcribing patient notes, AI is playing a pivotal role throughout the entire practice.

Dr. Perry said, “Our front desk staff uses ChatGPT to assist non-English speaking patients and clarify complex insurance benefits. Our opticians and managers optimize stock levels and manage inventory more effectively by analyzing sales data and patient demographics with AI tools. For financial benefits, our billing staff uses AI to handle claim denials and guide the refiling process, reducing overhead costs.

“Our practice managers and marketing employees harness AI to identify sales trends and create targeted marketing campaigns, boosting our revenue. We also focus on team building by using AI to develop role-playing scenarios for sales training, enhancing our team’s skills and cohesiveness. I use AI to transcribe my patient conversations into SOAP notes, significantly reducing charting time,” she said.



AI has allowed the staff at Elite Eye Care to take on new initiatives and improve the practice. “We are doing more faster because we can,”
Dr. Perry said.



The capabilities of ChatGPT extend far beyond developing emails and marketing campaigns, and Dr. Perry said the practice is using ChatGPT to its fullest capacity. The practice also uses Scribe to create office protocols, Recast to convert articles into podcast episodes for easy listening, and tools like Syllaby and Visla to create marketing videos. These applications enhance various aspects of the practice, from protocol development to marketing and education, Dr. Perry said.

Apparently, the benefits of using AI are paying off for Elite Eye Care. “I have seen a substantial boost in productivity. AI allows me to spend less time on routine tasks such as charting and data analysis, giving me more time to focus on higher-value activities. For example, I now have more efficient scheduling and goal-setting processes, thanks to AI’s ability to analyze data and suggest improvements. “AI has made our processes and procedures significantly more efficient. It streamlines routine tasks, improves data accuracy, and allows for better resource allocation, ultimately enhancing our overall productivity,” Dr. Perry said.

Understandably, when the technology was first introduced the staff’s reaction to using AI was mixed. Initially, there was some hesitation and there was a learning curve. Dr. Perry said, “As our team recognized the potential of AI, they embraced it more enthusiastically. I created a course to help them understand and utilize AI effectively. While it requires imagination and expertise to ask the right questions, our team has become proficient in leveraging AI to enhance their workflows.

“In general, I haven’t encountered significant downsides. Increased productivity can sometimes lead to a sense of needing to find more tasks to fill the time. However, this has allowed us to take on new initiatives and improve our practice further. We are doing more faster because we can,” Dr. Perry noted.

In short, AI has become “a go-to resource for finding the best possible answers and solutions when I’m not available,” Dr. Perry noted. The practice also leverages AI in its marketing materials. The team uses ChatGPT to tailor marketing strategies based on patient demographics, create targeted social media posts, identify keywords for blog posts and social media posts, design and analyze feedback surveys, and craft personalized educational content. “This allows us to engage more effectively with our patients and optimize our marketing efforts for better results,” Dr. Perry said.

In the next six to 12 months, Elite Eye Care plans to use AI for goal-setting and measurement, data analysis, and problem anticipation. “I hope that electronic medical records will integrate AI to automate documentation and improve patient triage with automatic scheduling. This will enhance our ability to provide timely and appropriate care,” Dr. Perry concluded.