Troubleshooting Common AI Problems

Before fixing anything, categorize the problem. AI implementation issues fall into four buckets: accuracy/quality, adoption/resistance, technical/integration, and workflow/process. The right diagnosis prevents wasted effort on the wrong solution.

Key Actions

• Gather specific examples: What happened? When? With whom?
• Categorize: Is this an accuracy, adoption, technical, or workflow issue?
• Determine scope: One provider, one location, or practice-wide?
• Check for recent changes: Updates, new staff, workflow modifications?
• Identify urgency: Is this blocking patient care or just annoying?

Accuracy problems - wrong medications, missed diagnoses, garbled transcription - are the most common complaints. Most have fixable causes: audio quality, speaking patterns, or missing vocabulary.

Key Actions

• Check microphone placement and audio quality (distance, background noise)
• Review speaking patterns: Is the provider speaking clearly? Too fast?
• Add specialty-specific terms to the AI vocabulary/dictionary
• Test in a controlled environment to isolate the variable
• Review vendor documentation for accuracy optimization tips
• Request vendor support if issues persist after basic troubleshooting

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When staff won't use the AI tools, the problem is rarely the technology. Look for fear (job loss, looking incompetent), frustration (poor training, workflow disruption), or skepticism (bad past experiences). Address the emotion before the behavior.

Key Actions

• Have one-on-one conversations to understand specific concerns
• Distinguish between 'can't use' (training gap) and 'won't use' (resistance)
• Address job security fears directly: AI augments, doesn't replace
• Provide additional hands-on training for struggling users
• Pair resistant staff with successful peer champions
• Celebrate early wins publicly to build momentum

Integration issues - notes not syncing, wrong patient charts, disconnected sessions - require systematic troubleshooting. Most are configuration issues, not fundamental incompatibilities.

Key Actions

• Document the exact error or failure mode with screenshots
• Check API connections and authentication status
• Verify EHR version compatibility (recent updates may break integrations)
• Review user permissions and role assignments in both systems
• Test with a different user account to isolate user vs. system issue
• Escalate to vendor support with detailed documentation

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Sometimes the AI works perfectly but disrupts established workflows. Patients wait longer, MAs don't know their role, or providers feel rushed. The solution is workflow redesign, not AI adjustment.

Key Actions

• Map the current workflow with the AI tool in place
• Identify specific bottlenecks or friction points
• Distinguish AI problems from workflow problems
• Involve frontline staff in workflow redesign
• Test workflow changes with one provider before practice-wide rollout
• Allow 2-3 weeks for new workflows to become habit

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Some patients will have questions or concerns about AI in their care. A few may refuse. Having prepared responses and a clear opt-out process maintains trust while supporting adoption.

Key Actions

• Train staff on the standard patient explanation script
• Prepare responses to common questions (Is it recording me? Is it safe?)
• Establish a clear, respectful opt-out process for patients who refuse
• Document patient preferences in the chart
• Track opt-out rates to identify patterns or communication gaps
• Update scripts based on recurring questions

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When problems exceed your ability to fix internally, vendor support becomes essential. Getting good support requires clear communication, proper documentation, and appropriate escalation.

Key Actions

• Document the issue thoroughly before contacting support
• Use the vendor's preferred support channel (portal, email, phone)
• Provide specific reproduction steps, not just 'it doesn't work'
• Request a ticket number and expected response time
• Escalate appropriately: first-line support, then account manager, then leadership
• Document all support interactions for future reference

Sometimes the right answer is that the tool isn't right for your practice. Know the signs that indicate a need for major change versus continued troubleshooting.

Key Actions

• Define your 'red lines': What problems are unacceptable long-term?
• Track recurring issues: Same problem three times suggests a pattern
• Evaluate vendor responsiveness: Are they improving or making excuses?
• Assess total cost of problems: Support time, lost productivity, staff morale
• Research alternatives if considering a switch
• If switching: Plan migration carefully, don't repeat mistakes

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