Improving Patient Experience with Conversational AI
In healthcare, 70% of people’s first point of contact is over the phone. However, the voice channel is often neglected. Hospitals and clinics with high call volume struggle to provide patients with fast and easy access to care. The first 30 seconds are usually spent pressing buttons on an outdated IVR or waiting on hold. When callers finally connect to a member of the support team, live representatives are overwhelmed with the number of calls remaining in the queue.
The Parlance conversational AI solution blends automatic speech recognition (ASR) and natural language processing (NLP), enabling callers to speak naturally and connect quickly. Parlance makes the caller journey easy from the start. We believe in great first impressions.
Since 1996, hundreds of health systems nationwide have relied on Parlance to modernize call navigation so healthcare consumers access care without the friction and frustration that typical automated solutions present. Parlance offloads repetitive work from support staff such as:
- Identifying existing healthcare consumers with caller ID
- Authenticating callers with custom verification requirements
- Asking specific health screening questions
- Recognizing upcoming patient appointments, confirming or canceling them as needed
- Sending text messages to patients including directions and appointment information
Every day, people call hospitals and clinics to request the same thing hundreds of different ways, such as asking about an appointment, a bill, or to refill a prescription. Parlance simplifies the experience for callers, enabling them to speak naturally and use any combination of words needed to connect to the resource they seek.
In most cases, Parlance deflects more than 50% of calls (in some cases over 65%) away from valuable live support teams, significantly improving first-call resolution and overall workforce management. Parlance enables agents, who are overwhelmed from searching for information between 2-5 different screens, to transition to a single-pane-of-glass. From a patient perspective, callers are more satisfied and receive better care.
Make a better impression on your calling community; step into the future with Parlance.
By Chris DeRizzo
