Date: Tuesday, August 18, 2026
Time: 1:00 PM–2:00 PM AEST
Format: Live Online webinar, 60minutes
Hosted by: KMS Lighthouse
Why trusted knowledge is the foundation for safe, scalable Voice AI in healthcare
As healthcare organisations accelerate AI adoption, many discover that the biggest barrier isn’t the technology – it’s the quality of the knowledge behind it. Without trusted, governed knowledge, even the most advanced Voice AI can deliver inconsistent answers, increase risk, and erode patient trust.
Join KMS Lighthouse and guest speakers from TSA Group to learn how leading healthcare organisations are building a trusted knowledge foundation that enables safe, scalable Voice AI, improves patient experiences, and delivers measurable operational outcomes.
In this session, you’ll hear about opportunities to:
- Identify the knowledge gaps most likely to undermine AI accuracy and trust
- Structure and govern content so it’s ready for AI to consume safely
- Balance innovation with the risk, compliance and oversight healthcare demands
- Apply a practical framework for scaling Voice AI without scaling risk
Agenda
- Why healthcare organisations are investing in Voice AI
- Why trusted knowledge is the foundation for successful AI
- Building AI-ready knowledge: governance, quality and compliance
- Real-world Voice AI use cases in healthcare
- Best practices for safe, scalable AI adoption
- Live Q&A
Who Should Attend
This session is for healthcare leaders responsible for patient access, digital experience and AI readiness, including:
- Heads of Patient Experience / Patient Services
- Contact centre and customer service leaders
- Knowledge Management and content leaders
- Digital transformation and innovation leaders
- CIOs, IT directors and heads of technology
- Clinical governance and compliance leaders
Speakers
Knowledge Management & AI Readiness, TSA Group
Samantha Duffy is a knowledge management and organisational capability leader with more than 20 years’ experience helping organisations build the foundations needed for successful transformation.
Throughout her career, Sam has worked with complex, customer-facing organisations to design and embed knowledge strategies that improve operational performance, empower frontline teams. Her experience spans large-scale contact centre and customer service environments, where she has led enterprise knowledge initiatives supporting thousands of employees and helping organisations improve the way knowledge is created, governed, accessed, and maintained.
As organisations begin adopting AI, Sam is passionate about the critical role that trusted knowledge plays in achieving safe, reliable, and scalable outcomes. She currently works with organisations preparing their knowledge ecosystems for AI adoption and supporting the successful launch of AI agents that connect customers and employees with accurate, governed information.
In this webinar, Sam will share practical insights into why AI success starts before the technology is deployed – with the knowledge foundations, governance, and operating models that enable AI to deliver meaningful value.
AI Innovation & Deployment, TSA Group
Xander van der Westhuizen is an AI and innovation leader with experience helping organisations explore, implement, and scale emerging technologies to solve real-world business challenges.
With a background spanning data, analytics, automation, and artificial intelligence, Xander specialises in bridging the gap between AI potential and practical application. He has been involved in the successful deployment of AI agents within complex and high-risk environments, including medical services and government, where trust, accuracy, compliance, and customer experience are critical considerations.
Xander brings a practical perspective on responsible AI adoption – focusing not only on what technology can do, but how organisations can implement AI safely, effectively, and sustainably. Through his work, he helps organisations identify the right opportunities for AI, establish the foundations for success, and deliver solutions that create measurable improvements for customers and teams.
In this webinar, Xander will share real-world lessons from deploying Voice AI and intelligent automation, including the considerations organisations need to address when moving from AI experimentation to successful implementation.
Director, KMS Lighthouse
Freda Moshir specialises in Enterprise Knowledge Management, helping organisations improve customer and employee experiences through trusted, accurate, and accessible enterprise knowledge.
Having been part of the evolution of Knowledge Management from traditional knowledge repositories to the foundational technology that enables Generative AI and Agentic AI, Freda brings deep practical expertise in helping organisations maximise the value of AI through trusted enterprise knowledge.
She is passionate about helping organisations strengthen their knowledge maturity to improve service quality, increase productivity, reduce operational risk, and deliver measurable business outcomes.
