How voice AI automates self-service

• Listens, transcribes, and understands intent: Using ASR, voice-driven AI converts a caller’s spoken words into text, in real-time. Parlance technology filters out background noise for higher accuracy, using NLP to understand the caller’s need.

• Integrates with systems: Intelligent virtual assistants (IVAs) connect to existing business systems (EHR, CRM, IT service desk, knowledge base). This goes beyond the simple IVR and enables the Parlance platform to perform simple actions, like answering FAQs.

• Responds naturally: Using text-to-speech (TTS) technology, the system converts its response back into human-like speech very quickly. 

• Escalates seamlessly: If the request is too complex for the AI to handle, it routes the call to a human agent. The Parlance system provides the agent desktop with information already provided by the customer to ensure a smooth transition.

• Learns and improves: Constant iteration helps the AI to improve over time. Parlance refines dialogs and responses over time, based on feedback and analytics from real customer conversations. 

Key benefits of voice AI for self-service
Automating self-service with voice-driven AI leads to significant improvements in both customer experience and operational efficiency.

• 24/7 availability: AI assistants are always available, providing instant support outside of normal business hours, improving accessibility, and reducing caller hold times. When hospitals have reduced human support after hours, the call queue may be long, and that makes for extended hold times. Automation in the voice channel means that people who call on the phone can reschedule an appointment or contact a nurse’s station to inquire about a loved one, without waiting on hold.

• Increased efficiency and cost reduction: By handling a high volume of repetitive inquiries, AI reduces the burden on human agents. Callers who need complex assistance can reach support faster when routine calls are handled with HIPAA compliant IVR and IVAs. This lowers operational expenses and increases agent productivity. Automation handles high-volume, low-complexity operational work across channels, and is especially effective for in the voice channel, since high call volumes persist in healthcare. This generates immediate relief for switchboard and call center agents and creates a better patient experience. Appointment verification, rescheduling, and routine information requests (FAQs) dominate call volume. Automating with IVAs that utilize conversational AI produces immediate ROI.

• Higher customer satisfaction: Callers get fast, personalized service by simply speaking their needs, rather than navigating rigid phone menus, pressing numbers to try to get where they’re going, or waiting on hold. This experience is more frictionless; it leads to higher satisfaction and less smashing 0 or screaming “operator” into the phone.

• Personalization at scale: With an IVA, voice AI can query customers about upcoming appointments or offer other targeted and relevant responses when integrated into a health system’s EHR.