Call Routing IVR Software Solutions That Use Natural Language Processing & Understanding
Incorporating voice-driven call routing into your health system phone network makes it easier for patients and caregivers to navigate to the resources they need.
Parlance enables health systems to expand caller self-service beyond basic speech-driven IVR. Our intelligent virtual assistants (IVAs) are specifically trained to support health systems with human-like conversations, further expanding patient self-service capabilities with AI. We guide callers to the resources they need. At Parlance, we learn about a health system’s needs, then design and produce automated yet natural interactions, all recorded with a live person’s voice. Once the application is built and live, we manage the solution through continuous updates, directory import automation, manual intervention, and daily 24/7 monitoring. The Parlance application becomes a part of our customer’s infrastructure and changes, grows, and benefits the environment for which it was created.
When calling a health system, no one wants to:
- Wait on hold!
- “Listen closely because options have changed.”
- Get lost in a phone tree to access the care they need.
Parlance improves the caller journey
Patients and caregivers want quick, easy, friction-free access to care on the phone. Old-fashioned IVRs are hard to navigate. Our voices are the most intuitive user interface. Natural language understanding and speech recognition technologies streamline the caller experience for healthcare consumers. With modern interactive voice response (IVRs) and intelligent virtual assistants (IVAs), callers say goodbye to irritating phone experiences and instead connect directly with the healthcare provider, patient, or department they need – easily and in less time.
Parlance optimizes switchboard and contact center performance without increasing budget
Voice-enabled navigation reduces call handling by minimizing misrouted calls, alleviating long hold times, and eliminating the need for live operators to act like human transfer switches.
During the COVID-19 pandemic of 2020-2022, Parlance helped healthcare clients deliver better experiences for callers, operators, and agents:
We partnered with health systems to improve and maintain service levels. Many of the hospitals and clinics we serve were challenged to retain effective staffing levels during the pandemic. Many operators were unable to consistently report to work due to illness or public transportation travel restrictions. By allowing callers to use their voices to self-serve, the burden of managing calls was shared with an effective solution that is always available. Most of the health systems we serve are large and complex organizations with many services and a broad array of patients. Nevertheless, with over 25 years’ experience, we are able to implement our solution quickly and effectively. This enables callers to speak naturally and easily navigate to any number of destinations within the health network. Some of our clients have over 100,000 unique destinations.
By Parlance Team
