Today, eight out of nine patients contact their healthcare provider on the phone.
The combination of a limited IVR system and thousands of potential transfer destinations, leads to a frustrating patient experience. For a health system, this means higher call abandonment and lower conversion rates, ultimately resulting in lost revenue.
Up to 25% of patient calls are abandoned due to:
Long wait times
Ineffective transfers
Poor customer service
Out-of-service numbers
Broken IVR systems
The Call Center skill leverages conversational AI to guide patients to the right next step in their healthcare journey.
Implementing patient-centric call center automation and digital self-service tools like the Patient Assistant Call Center skill allows health systems to increase patient loyalty and satisfaction, utilize hospital staff for more personalized, high-touch interactions, and save considerable operational costs.
SUCCESS STORY: Call Center skill implemented across 12 hospitals at New York Presbyterian for 2.4M calls, reduces labor costs by 68%.
