Why Effective Call Navigation is Imperative for Health Systems
Vanity numbers provide a single access point so patients don’t need to locate the phone number for the department or provider they seek. However, this creates the challenge of routing a larger volume and variety of callers to different destinations.
Conversational interactive voice response (IVRs) and intelligent virtual assistants (IVAs) streamline navigation and manage the high influx of calls resulting from vanity numbers. They assist operators and agents and enhance call navigation by:
- 1. Satisfying each caller’s needs
Conversational AI fulfills routine requests, giving live agents time for healthcare consumers who require complex or emotional support.
- 2. Connecting callers accurately
Automatic speech recognition (ASR) and natural language processing (NLP) technologies help execute transfers proficiently, eliminating confusion and irritation.
- 3. Increasing first-call-resolution and reducing hold times
AI-powered self-service solutions streamline operations by freeing up agents and operators so they have the bandwidth to address patient and caregiver needs.
- 4. Integrating into EMR / EHR systems
When the telephony environment is integrated with patient information, known callers are recognized with caller ID, and the experience is personalized. This added context helps to streamline operations and further reduces friction for patients and support staff.
Conversational AI is a practical solution for the following reasons:
- 1. Even starting small makes a big difference
Improving caller navigation immediately benefits each patient who could otherwise be left on hold for an extended period. When patients can use their voices to effectively navigate a large health system environment they are more satisfied and live agents waste less time. This optimization improves caller experience and boosts productivity.
- 2. Scalability
IVRs and IVAs adjust to handle spikes in call volume. They open up conversations that are directed by the caller, route them where they need to go, and reduce calls coming into the queue. When routine work is deflected from agents, contact centers can keep up regardless of demand.
- 3. Simplicity
These technologies are low-risk for health systems. They broaden patient and caregiver access to tens of thousands of destinations within a large health system. Agents spend less time transferring callers, easing navigation and saving the organization money.
About Parlance
For over 25 years, Parlance has been at the forefront of speech-enabled technologies. As a trusted partner, we enable our healthcare clients to feel confident taking advantage of IVAs. Advancements in this intelligent, emerging technology allow hospitals and clinics to further reduce friction in patient calling experiences, by performing more complicated tasks with faster speed and higher accuracy. By incorporating IVAs, healthcare providers automate routine call routing with ease, deliver highly personalized service, answer FAQs without stealing bandwidth from overburdened agents, and handle many appointment management tasks.
