AI Syncs With Agents For Automated Call Resolution

THE CHALLENGE

A large eastern non-profit organization was experiencing growing dissatisfaction with the lengthy handling times in their patient access center. Faced with increasing pressure to improve call center performance and overall customer experience, they began searching for effective solutions that could enhance key call metrics, such as average handling time and first-call resolution rates. However, they were committed to achieving these improvements without expanding their full-time employee (FTE) count, as controlling operational costs was a top priority. This led them to explore alternative strategies that could streamline processes while maintaining or even improving service quality.

THE DISCOVERY

The initial review uncovered a simple problem related to capacity: the organization’s number of agents had not grown in proportion to its expanding patient base. This surge in call volume during peak hours led to service challenges, resulting in poorer performance metrics like slower speed to answer and longer wait times, which ultimately impacted the patient experience. A deeper dive into access center operations identified several opportunities for automation, particularly in handling tasks traditionally performed by agents.

THE SOLUTION

In collaboration with the client, Envera Health designed a phased solution by integrating a tailored technology build into the early stages of their patient access process. This approach employed conversational AI within the existing phone system to automate patient verification and tackle low touch calls. The new system promptly responded to incoming calls, guiding patients through the verification process and handling general FAQ and Appt. management without agent intervention.