As healthcare technology evolves, Sandeep Kakani, is revolutionizing customer service technology. As the customer service initiatives leader at Align Technology and maker of Invisalign, Kakani has pioneered the integration of artificial intelligence (AI) and machine learning (ML) to enhance support for healthcare providers and patients worldwide.
At the heart of his innovation is the seamless integration of Twilio and Salesforce Service Cloud platforms with advanced AI solutions. His work spans North America, Europe, the Middle East, and Africa. "We're not just automating processes," he explains, "We're enabling a more personalized experience for both providers and patients, which improves service quality across the board."
Revolutionizing Support Through AI
Kakani's flagship achievement is an AI-powered chatbot that handles over 60 percent of customer interactions. Built on sophisticated large language models (LLMs) and predictive analytics, this system provides instant, accurate responses to healthcare professionals and patients.
The impact has been substantial. The AI system has generated millions in cost savings for Align Technology, effectively handling the workload of approximately 50 employees while improving service quality. "AI allows us to stay ahead of the curve, not only in terms of operational efficiency but also in delivering a better experience for those who rely on our services," Kakani notes.
Cloud Innovation and Emotional Intelligence
Under Kakani's leadership, Align Technology transitioned from Cisco to Twilio's cloud-based contact center, dramatically improving its global support capabilities. A standout innovation is the implementation of real-time sentiment analysis, which routes calls to the most appropriate agents based on customer emotions and needs.
The system's intelligence extends to Salesforce integration, where machine learning automatically prioritizes and routes tickets based on urgency. This sophisticated approach has significantly improved response times and service quality for healthcare providers and patients.
Industry Impact and Recognition
Kakani's innovations are helping shape the future of customer service in healthcare. Industry analysts project AI use in customer service will grow by 25 percent by 2026, a trend Kakani is actively influencing. In recognition of his groundbreaking work, Kakani received two TITAN Business Awards in 2024, honoring his leadership in AI-driven innovations that have transformed customer service at Align Technology. These accolades further cement his position as a leader in healthcare technology, complementing his previous honors such as the CIO 100 Award and multiple Stevie Awards.
Educational Journey and Vision
With roots in academic excellence, Kakani earned his master's degree in information systems from Eastern Michigan University through scholarships. "My vision for education is that it should be free for everyone. It's one of the reasons I've been able to focus so much on developing the skills that I now apply in my role," he shares.
Beyond his role at Align Technology, Kakani contributes to industry knowledge through articles on AI and machine learning in customer service, establishing himself as a thought leader in both healthcare technology and customer service innovation.
Future Impact
Kakani's transformative approach to customer service technology sets new standards for both Align Technology and the broader healthcare industry. His work demonstrates how cutting-edge solutions can address real-world challenges, making customer service more responsive and efficient.
By leveraging AI to enhance customer service, Kakani is helping shape a future where technology better serves both healthcare professionals and patients. His innovations at Align Technology exemplify how AI can drive meaningful improvements in healthcare service delivery, where efficiency and personalized care are paramount.
