White Paper: Are you Empowering Your Agents and Operators?

When conversational AI solutions such as IVAs take on common tasks like navigating callers, identifying patient objectives, verifying patients, and handling FAQs, human agents are more available to address the most complex patient needs with greater empathy and acuity. This resolves the inefficiencies of contact center operations that lead to low agent retention and even lower patient satisfaction. Eliminating bloated call queues and reducing hold times frees up an agent’s resources and enables them to resolve meaningful patient needs while working at the top of their skillset. This puts the ‘human’ back in human agents and translates to higher job satisfaction while reducing recruiting and training costs. Implementing ‘low-customer-effort’ approaches to service and empowering support staff with more time to spend on patients drives loyalty and ensures better retention of a well-trained workforce. In addition, the unfilled positions that many healthcare providers carry can be addressed with intelligent speech technology solutions at costs lower than typical labor rates.