AI conference highlights uses plus challenges to overcome

Researchers at Curtin University are exploring the use of artificial intelligence as a tool to interpret information from older people and other sources to improve the experience of client surveys and care assessments.

The research centres on empowering “vulnerable consumers” and giving them agency to advocate for their own needs, lead researcher Dr Graham Ferguson told the AI: Transforming & Revolutionising Community Care National Conference in Brisbane on Monday.

In a project aimed at helping providers complete customer experience surveys, the research team has conducted 8,000 interviews with aged care residents over the last year about their experiences and then used AI to aggregate the information.

The ability to make informed choices is an “ongoing concern,” said Dr Ferguson, a senior lecturer in Curtin’s School of Management and Marketing.

Dr Ferguson told over 100 delegates they wanted to understand what the “challenges are for vulnerable consumers” and how they could design better tools such as surveys using AI.

The research team explored how changes to service design manifested into experience through surveys with residents at five aged care centres, said Dr Ferguson.

Regarding the food and dining experience, researchers asked questions such as:

• What is your experience of food here?
• Is the texture or flavour good?
• Do you enjoy the dining experience?

They then used AI to analyse the results. The results highlight the vulnerability of this cohort, Dr Ferguson said.

“We spoke to a lot of people, and we asked them if they’d noticed changes to food in their experience, a lot of them said ‘no’ even though the changes have been quite apparent. Even though they’ve implemented more options and ways of choosing them, people couldn’t fathom how to choose them.”

While AI has some benefits, it still needs to be treated like an “intern” when it comes to data analysis, he said.

One of the main concerns highlighted was the issue of privacy and how survey participants are “asked for consent” and could be assured of “anonymity” and where their data is going.

Another issue that arose was AI’s analysis of literature, with three out of five citations found to be incorrect.

“[AI] didn’t think the original citation looked right. So if the surname, for example, has another use such as ‘daughter’ then AI might look at it and think ‘that doesn’t look right’ and will replace the word and put something else there,” said Dr Ferguson.

At this stage, the human touch is necessary, he said:

“If you use AI to give you an initial evaluation, that is probably far inferior to you making an initial evaluation and then looking at what the AI said … It’s a process for us all as leaders to work through.”

Following his presentation, Dr Ferguson was joined by other speakers to answer questions from the audience.

Among them was Mirus Australia director and founder Mr Robert Covino. He said AI has been useful in helping transform unstructured and other types of data into different formats they can work with to create insights.

One of the biggest challenge the sector faces when it comes to AI is data privacy, Mr Covino told delegates.

“When you start getting into decision and clinical … you’re starting to fly very close to the sun when it comes to TGA approvals on your techniques and your outcomes,” he said.

Mr Covino pointed to changes coming with the new Aged Care Act.

“We see there’s references to traceability and we can see the Act is starting to reflect that, but I think that’s going to be one of the challenges that we’re going to have to watch and why I’m focusing more of our efforts on the administrative tasks and regulatory reporting outcomes as apposed to jumping into clinical decision support.”

Key conference takeaways

Executive director of Global Community Resourcing, and conference facilitator Anne Livingstone told Australian Ageing Agenda her biggest takeaway from the conference was the many examples of where evidence, experience, and “exploration of incorporating AI” in practice has “really paid off” in terms of return on investment, improved client experiences and outcomes, increased productivity, and more efficient and targeted service delivery.

“Very practical and ready to apply now examples were the hallmark of the conference presentations as well as the hands-on activities during the course of the day,” Ms Livingstone said.

“These included participants experiencing first hand application of AI in areas such as case management and coordination, human resource and staff management practices, logistics and gaining operational efficiencies. Like with all tech applications there will be winners and losers but you can not be either if you don’t start.”

Ms Livingstone said there were “significant opportunities” that providers should be considering in strategic ways and resources should be dedicated to “identifying the critical” client facing and operational issues to apply AI.

“AI implementations must be properly governed and be managed in responsible and appropriate ways,” she said.

“At all levels of service delivery use cases can be identified but concentration must be placed on the most impactful and evidence-based approaches. Workforce considerations are key and new models of delivery need to be developed. The conference critically highlighted that the analytically mature organisations incorporating AI will strive, survive, and have sustainable futures.”

There is “no denying” AI is here to stay, Ms Livingstone told AAA.

“It is here and being applied in a range of community and aged care settings to great benefit and results. Any provider who is not clearly considering AI across all aspects of their operations is behind the game.”

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