Conversational AI 101

In the rapidly evolving landscape of call center technologies, “Conversational AI” has become a hot topic. AI technology has paved the way for transformative advancements in human-computer interaction, offering new possibilities in terms of automation, compliance, and FTE savings. In consideration of the new opportunities this technology represents for the Healthcare Call Center, we wanted to provide a brief overview... 

What is Conversational AI? 
Conversational AI refers to systems designed to engage in natural language conversations with users. These systems use a combination of natural language processing (NLP), machine learning, and sometimes speech recognition to understand and respond to user inputs in a human-like manner. Virtual assistants, chatbots, and voice-activated devices are common examples of conversational AI.

Understanding the Mechanism
At the core of conversational AI is the ability to comprehend and generate human-like responses. NLP algorithms enable machines to interpret the meaning behind words, phrases, and even the context of a conversation. Machine learning models, trained on vast datasets, allow these systems to continuously improve their language comprehension and response generation capabilities over time.

3 Essential Applications for a Healthcare Call Center

Automation: From quality scoring to dispositioning, conversational AI can be applied to automate a variety of call center processes.

Deflection: Conversational AI can handle routine call types such as general FAQ or even RX refill requests freeing agents to handle patient requests that require a more personalized touch.

Analysis: Integrating conversational AI into your call center can create a variety of opportunities for data collection and analysis, including patient sentiment.

Ready to learn more? Envera partners benefit from our AI-enhanced telephony system, we’d be happy to have conversation about how it could benefit your healthcare call center. Schedule a consultation today.