AI Agents Cross the Healthcare Line
PLUS: Design your customer agent hierarchy + evaluate your AI readiness for autonomous deployment
DCX AI TODAY
🗓️ July 1, 2025 ⏱️ Read Time: ~5 minutes
👋 Welcome
July kicks off with AI agents everywhere. Not just handling your support tickets, but literally calling patients and winning industry awards. While everyone's been talking about "the year of the agent," the proof is finally in the pudding.
📡 Signal in the Noise
Three major announcements in 48 hours tell the story: Healthcare AI just went enterprise-wide, conversational platforms are grabbing gold, and Singapore's making multilingual automation mainstream.
🧠 Executive Lens
The shift from "AI enabled" to "AI autonomous" isn't coming. It's here. The question isn't whether your customers will interact with AI agents, but whether you'll control that experience or let someone else define it.
📰 Stories That Actually Matter
🏥 Healthcare gets its first fully embedded AI agent that actually calls patients
MyndYou just launched what they're calling the industry's first deep Epic integration. This conversational AI does much more than chat. It proactively calls patients, discovers their needs, and feeds insights directly back into electronic health records., marking a watershed moment for enterprise healthcare AI.
Why This Matters: This isn't another chatbot: it's proof that AI agents can handle the most regulated, sensitive customer interactions at enterprise scale.
Try This: Map your most compliance-heavy customer touchpoints and ask whether proactive AI outreach could shift you from reactive support to predictive care.
Source: PR Newswire
🏆 Alorica's conversational AI platform grabs gold for disrupting traditional automation
Alorica just won Gold in the Globee Disruptor Awards for evoAI, their next generation conversational platform that's delivering measurable results: 31% increase in online cart completions, 23% boost in customer satisfaction, and 40% reduction in agent handle time. They're proving that emotionally intelligent AI drives real business outcomes, moving beyond marketing speak.
Why This Matters: When AI platforms start winning awards for disruption rather than just innovation, you know the technology has moved from experimental to essential.
Try This: Audit your current automation stack. If it's still rule based decision trees, you're already behind the curve.
Source: MarTech Cube
🌏 Singapore and US team up to crack the multilingual customer automation code
WIZ.AI (Singapore) just partnered with Agora (US) to deliver AI-powered customer engagement that handles real-world complexity across languages and regions. The partnership combines ultra-low-latency communication infrastructure with localized voice AI technology, addressing one of the biggest challenges in global customer service—making AI agents that actually understand cultural context, not just language translation.
Why This Matters: Global CX leaders can't scale personalized service across markets without AI that truly gets regional nuance: this partnership shows how to do it right.
Try This: Test your current multilingual support strategy: Does your AI understand cultural context or just translate words? The difference is everything.
Source: TechNode Global
🤖 Salesforce doubles down on agent control with Agentforce 3 launch
Salesforce just unveiled Agentforce 3, tackling the biggest blocker to scaling AI agents: visibility and control. The update includes a Command Center for complete agent observability, 50% faster response times, and support for 30+ partner integrations. Early customers are seeing 15% reduction in case handle time and 70% autonomous resolution rates during peak periods.
Why This Matters: As AI agents multiply across your organization, deployment becomes easier but governance gets harder. Salesforce is betting big that control beats chaos.
Try This: If you're running multiple AI tools, create a simple dashboard tracking agent performance, escalation rates, and customer satisfaction by interaction type.
Source: Salesforce
🗺️ AI powered journey mapping hits $17.35 billion as predictive analytics transforms CX
SuperAGI just released data showing the customer journey analytics market is exploding from $14.54 billion in 2024 to $17.35 billion in 2025, driven by AI platforms that process real time data for personalized experiences. Companies using their predictive journey mapping are seeing 30% increases in conversion rates, 25% revenue growth, and 30% reduction in customer churn. The shift from reactive to predictive CX is no longer theoretical.
Why This Matters: When journey mapping becomes predictive rather than descriptive, you move from understanding what happened to influencing what comes next.
Try This: Map your top three customer journey pain points and ask which ones could be predicted and prevented rather than just measured and reported.
Source: SuperAGI
✍️ Prompt of the Day
Build Your AI Agent Hierarchy
You're designing an AI agent deployment plan.
Here's my current setup: [Describe your channels, volume, typical issues, team structure]
Create a three tier AI hierarchy:
1. Tier 1: Autonomous agents (what they handle, when they escalate)
2. Tier 2: Agent assist tools (when they kick in, what they provide)
3. Tier 3: Human handoff (escalation rules, context transfer)
For each tier:
- Success metrics
- Training data needs
- System integration points
- Governance and oversight
Format as 30/60/90 day roadmap.This helps you:
Balance automation and human touch
Find specific use cases where AI adds the most value
Create deployment phases instead of trying to do everything at once
🛠️ Try This Prompt
Check if our customer service AI is ready for autonomous agents.
Rate these areas 1 to 10:
1. Data foundation (quality, access, governance)
2. Tech stack (integration, scalability)
3. Team readiness (skills, change management, oversight)
4. Customer expectations (request complexity, AI tolerance)
For each low score, give specific gaps to fix before deploying autonomous agents. Include timeline and resources needed.Use this to:
Get honest assessment of your AI readiness
Find infrastructure gaps before they become blockers
Build realistic timeline for moving from assisted to autonomous AI
📎 CX Note to Self
"The companies winning with AI agents have the fanciest technology AND they figured out the handoffs first."
👋 See You Tomorrow
AI agents are moving from pilots to production faster than anyone predicted. Will you ride this wave or get swept away by it?
That's it for today. Hit reply with your thoughts. 👋
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Have an AI‑mazing day!
—Mark
💡 P.S. Want more prompts? Grab the FREE 32 Power Prompts That Will Change Your CX Strategy – Forever to start transforming your team, now.