The healthcare sector is currently undergoing a revolution, courtesy of the integration of Artificial Intelligence (AI) in call center operations.
Leading the charge is a prominent global healthcare tech company, enhancing its services through the application of Conversational AI.
The organization, catering to 70+ conditions with its groundbreaking medical technologies, has adopted an AI-driven IVR solution called OpenQuestion, made possible by Teneo.
Before Conversational IVR
Previously, the company’s Cardiovascular Patient Technical Service Group grappled with operational bottlenecks.
Each call drained nearly $26 from the company’s resources, and 9% of calls were misrouted.
The customer wait time averaged above two minutes, with customer satisfaction just about passable. The keypad IVR system struggled, failing to provide sufficient care to patients and customers.
Call agents were also adversely affected, bearing the brunt of basic troubleshooting and the consequences of misrouting calls.
The Solution: OpenQuestion
In 2022, the company decided to upgrade its IVR and overhaul its contact centers. The main goal was to enhance the customer experience. They aimed to efficiently route callers to the right agent, reducing call handling time and increasing customer satisfaction.
This was extremely important. People calling for support were often in emergency situations. They needed vital support with the operation of medical devices like pacemakers and other cardiovascular technologies.
This transformative journey has led to significant improvements.
There was a clear requirement to improve the performance of the Cardiovascular contact centers and to provide a greater level of service for people calling for help.”
“We wanted to take an approach that was both innovative yet simple to manage, while driving improvements for patients, clinicians as well as our internal agents. With Teneo, we were able to achieve better results than we could have imagined, and we’re thrilled with the performance of the product. Our team has been able to design and develop the solutions that were needed, and we have not been let down at any point. The success in the Cardiovascular department has led to other contact centers implementing the same solution for their needs.
Service Delivery Manager for Virtual Assistant as a Service
The OpenQuestion IVR managed to decrease misrouted calls, slash wait times, and raise customer satisfaction levels.
The system also improved the service level and deflection rate, with a notable 42% surge in calls being correctly routed.
The company efficiently dealt with over 1 million voice IVA sessions, saved $6M annually, and increased customer satisfaction by 6%.
A vital part of this transformation was its impact on call agents. The AI-fuelled system provided agents with context about the customer’s issue, eliminating the need for customers to reiterate their problem.
The company’s dedication to customers and patients, combined with its innovative application of Teneo and OpenQuestion, has dramatically revolutionized its operations.
This success has not only raised the service level for individuals seeking urgent assistance but also spurred other contact centers to adopt the same solution.
A Bright Future Ahead
As we look to the future, the Cardiovascular Patient Technical Service Group has ambitious plans for 2024.
It intends to incorporate greater troubleshooting capabilities to both voice and text and plans to use a custom Large Language Model (LLM) for analytics and transcript reviews.
There’s also potential to employ an LLM system to monitor patient data and scrutinize trends, thereby uncovering new ways to augment customer service and patient care.
This case study stands as a testament to the transformative potential of AI, particularly in the customer service realm within the healthcare industry.
By nurturing deeper relationships between customers and agents, generative AI solutions like OpenQuestion are carving out the future of customer service, making it more personalized, efficient, and customer centric.
The success with Conversational IVR for this global healthcare firm acts as a beacon for other organizations, demonstrating that harnessing AI can trigger long-lasting digital transformation and significant enhancements in customer service.
Interested in how OpenQuestion can revolutionize your contact center? Connect with our team, here.
Access the full case study, here.
