WHEN CONSIDERING how technology impacts the contact lens industry, it is important to think about more than just advancements in manufacturing and instrumentation. There are other emerging technologies that have the ability to greatly impact how we see our patients, such as artificial intelligence (AI).

AI refers to the simulation of human intelligence in machines that are programmed to think, learn, and problem-solve like humans. AI encompasses a wide range of technologies, algorithms, and approaches that aim to enable machines to perform tasks that typically require human intelligence.

In our contact lens practice, we are beginning to utilize AI in fun and exciting ways. While we have yet to involve it in the fitting process, patient communication has been greatly enhanced with its use.

CUSTOMER SERVICE AND SUPPORT

AI-powered chatbots and virtual assistants provide instant and accurate responses to customer inquiries about contact lenses. This 24/7 support is extremely effective in addressing common questions and concerns. We have found that when implemented correctly, AI actually enhances the practitioner-patient relationship because patients feel that they are getting instant and rapid responses on their schedule.

MARKETING

AI enables us to scale our marketing efforts, but on a personalized basis. By understanding individual customer preferences, AI algorithms deliver specific content and product recommendations, leading to improved customer engagement and satisfaction.

Our practice has seen the most success with website content and social media posts. AI-powered tools assist in content creation, generating blog posts and social media updates. While it is still important to inject personal creativity, AI can streamline the content creation processes and assist with generating variations of content for different channels.

DON’T FEAR AI

Change is coming. We must decide whether to embrace AI or allow it to pass us by. There might be a future in which AI can analyze a patient’s refractive error, corneal curvature, and horizontal visible iris diameter, in addition to other factors like lifestyle and preferences, to create highly personalized contact lens prescriptions. Does that mean that the practitioner will become obsolete? Absolutely not. Here are some reasons why we will remain essential:

Complex Decision Making Many contact lens patients require complex and nuanced decision making that requires a deep understanding of the anterior segment, tear film, patient’s history, etc. While AI can assist with data analysis and provide recommendations, it cannot replace the clinical judgment and expertise of a well-trained and experienced practitioner.

Communication and Counseling Effective communication is vital in clinical practice. Contact lens practitioners and staff members are critical in training and teaching about contact lens care and maintenance. Patients often require a little more “hand-holding,” which calls for human empathy, active listening, and the ability to address patient concerns.

AI can be an amazing tool for contact lens practices. Whether streamlining administrative tasks or enabling more accurate and personalized patient care, it is important to understand its place. AI is a tool that complements the practitioner’s expertise rather than becoming a replacement for human judgment. CLS