Video #5 – Contact Center – Person Calling to Make an Appointment
Despite the many channels available to healthcare consumers, the voice channel (the phone) is still the most widely used method by patients.
Many people calling a hospital or clinic require empathy and complex support. The easiest and most cost effective way to deliver human support is by making self-service options easier for routine callers, so that live agents are available for the callers who really need it.
Health systems rely on Parlance every day to modernize call handling, ease caller effort and reduce operational costs. People with routine requests can get to the person, department, or resource they need without waiting on hold or using a confusing IVR menu.
The voice channel (the phone) remains the preferred method of communication because it offers real connection for patients and families.
When speech recognition is used at the digital front door, it improves the patient experience in health system call centers.