The Synergy of AI-Powered IVR Systems and Live Agents

As technology continues to reshape the landscape of customer service, integrating Conversational AI into Interactive Voice Response (IVR) systems can be a game-changer for service levels and agent performance. From automating processes that limit the likelihood of human error and improving compliance to preserving agents for higher-level patient needs, AI applications to patient access benefit agents and patients alike. Let's look at some key ways AI-powered IVR systems work with live agents to enhance the access experience... 

Call Routing Optimization
An AI-powered IVR system acts as an intelligent gatekeeper, analyzing and understanding patients' needs before routing them to a live agent. This ensures that calls are directed to the most qualified agent based on their expertise and availability. Agents, therefore, receive calls that align with their skill sets, leading to more effective and specialized assistance. Additionally, these systems can field a variety of patient requests independently, such as routine inquiries or Rx refill requests, which preserves live agents for more complex and personalized needs— improving speed to answer and minimizing agent hours.

Pre-Filtered Information
Before connecting a call to a live agent, AI-powered IVR systems can collect and analyze relevant information from the patient. Data gathered is pushed to the EHR and the telephony system for analysis. This means agents receive contextual details about the patient before picking up the call. By pre-filtering information, the AI-powered IVR system empowers agents to provide more personalized and efficient assistance while simultaneously ensuring compliance and minimizing talk time with an automated verification process.

Reduced Call Handling Time
Patient verification isn't all these systems can do to improve agent handling times. Routine patient inquiries, such as location or office hours, and simple tasks like Rx refill requests can be automated without agent intervention. This division of labor reduces call handling times, allowing agents to address more nuanced patient needs faster and improving the overall patient experience. Additionally, AI-powered IVR systems can tackle dispositioning at the end of the call, reducing agent after work.  

Increased Agent Productivity
Automating routine tasks improves agent productivity. This translates to more than just efficiency or FTE savings. It allows agents to concentrate on higher-value tasks that require a human touch, problem-solving, and empathy, making the most of their skills and providing a more rewarding experience for both agents and patients.

Analytics and Insights
One of the most extraordinary functionalities of AI-powered IVR systems is the collection of valuable data during patient interactions. When made available to live agents, this data equips them with deeper insights into patient preferences, histories, and recurring issues, which helps them deliver more personalized service, foster stronger relationships, and improve the overall patient experience. But the data collected can also be used for deep analysis, providing insights into agent performance, process pain points, the unique needs of your patient community, and more. This wealth of data can be harnessed to provide continuous learning opportunities. Agents can benefit from insights into patient behavior, effective communication strategies, and emerging trends, ensuring they stay at the forefront of delivering a superior access experience.

The application of Conversational AI to IVR systems transforms patient interactions by enhancing the role of live agents. Agents can deliver more personalized, efficient, and empathetic service through optimized call routing, automating routine tasks, and data collection. This symbiotic relationship between technology and human expertise creates a win-win scenario where patients and agents benefit from more streamlined and effective processes.

Looking for ways technology can improve upon the access experience? Envera can help. Schedule a consultation today.