A leading American healthcare organization undertook a transformative initiative to enhance customer interactions through AI-driven solutions. Facing over 40 million inquiries annually across a wide spectrum of services—from benefits and claims to finding care providers and vaccine information—the organization recognized the critical need to streamline and personalize customer interactions.
Grappling with a legacy IVR system that failed to meet member expectations, the organization partnered with Brillio to revolutionize their approach. Brillio orchestrated a comprehensive strategy to integrate conversational AI into its contact center operations. This shift aimed to alleviate member frustrations with cumbersome menu systems and lengthy wait times and deliver a seamless, responsive, and personalized experience. The proposed solution involved building a digital front door conversational bot on IBM Watson to augment human center contact agents, provide information on various topics, and schedule appointments. Moreover, data migration was streamlined and automated to address queries related to claims within contact centers.
Post implementation, the solution substantially increased customer engagement by 72%. Highest Customer Satisfaction (CSAT) scores were achieved across all channels, driven by quick, accurate AI responses. Additionally, drastic reductions in waiting times and improved processes for scheduling appointments bolstered operational efficiency. This also resulted in substantial savings through AI-driven call deflection, avoiding millions in operational costs.
Read the full story to discover how, through Brillio’s strategic partnership and technological innovation, the healthcare organization successfully elevated customer experience while emphasizing on its commitment to delivering accessible, high-quality healthcare services.
