Meet us at Upcoming Healthcare Events | Details

Main Menu
  • Home
  • Solutions

      Solutions

      Switchboard
      Contact Center
      Clinics
      Speech Attendant
      Log in
      Request a Demo

      Featured Solution

      Unlocking the Key to Health Equity in the Revenue Cycle

      In Revenue Cycle, people and technology are our greatest assets to eliminate health disparity and achieve health equity.

  • Industries
      Healthcare
      Enterprise
      Higher Education
      Log in
      Request a Demo

      Featured Customer Story

      Hendrick Health Improves Patient Experience

      Duane Donaway, Director of Technology at Hendrick Health, discusses the benefits of Parlance.

  • Resources
      Blog
      Media
      Publications
      Log in
      Request a Demo

      Featured Blog

      Put a Kaizen Lens on the Process of Answering the Phone in a Large Health System

      Learn how to reduce wasted labor and patient frustration as you transform your health system's voice channel.

  • About Us
      About Us
      Our Team
      Customer Stories
      Open Jobs
      Contact Us
      Log in
      Request a Demo

      Featured Team Member

      Joseph Maxwell, CEO

      We’re dedicated to helping you raise customer satisfaction. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

Log In
Request a Demo
Main Menu
  • Home
  • Solutions

      Solutions

      Switchboard
      Contact Center
      Clinics
      Speech Attendant
      Log in
      Request a Demo

      Featured Solution

      Unlocking the Key to Health Equity in the Revenue Cycle

      In Revenue Cycle, people and technology are our greatest assets to eliminate health disparity and achieve health equity.

  • Industries
      Healthcare
      Enterprise
      Higher Education
      Log in
      Request a Demo

      Featured Customer Story

      Hendrick Health Improves Patient Experience

      Duane Donaway, Director of Technology at Hendrick Health, discusses the benefits of Parlance.

  • Resources
      Blog
      Media
      Publications
      Log in
      Request a Demo

      Featured Blog

      Put a Kaizen Lens on the Process of Answering the Phone in a Large Health System

      Learn how to reduce wasted labor and patient frustration as you transform your health system's voice channel.

  • About Us
      About Us
      Our Team
      Customer Stories
      Open Jobs
      Contact Us
      Log in
      Request a Demo

      Featured Team Member

      Joseph Maxwell, CEO

      We’re dedicated to helping you raise customer satisfaction. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

Category Tags

  • agent experience
  • business optimization
  • call routing
  • IVA
  • IVR
  • managed service
  • patient experience
  • security
  • speech attendant
  • switchboard
  • technology
  • Videos
Picture of Michelle Glans
  • Picture of Michelle Glans Michelle Glans
3 min

Published on

  • 22 Aug 2024
Share via

Exceed Gen Z’s Healthcare Customer Service Expectations with Conversational AI

Gen Z has grown up with on-demand experiences and seamless digital interactions, but today’s customer service environment faces them with frustrating inefficiencies. While members of this generation are known for being digital natives, a health system’s online avenues often can’t solve tough problems, leading most to try calling over the phone… to varying levels of success. Health systems must adapt to meet Gen Z’s high standards, or they may go somewhere else for fast, convenient assistance. This adaptation comes in the form of a blend between conversational AI and live support.

Gen Z favors live phone calls for complex issues

Recent McKinsey & Company customer service research finds that “About 70% of Gen Z prefer to make a phone call when facing an unsolvable problem.” However, contact centers often struggle to handle large call volumes without sacrificing efficiency, causing issues like long hold times, slow call-to-answer and resolution, and excessive transferring. These issues are unacceptable to anyone, and especially to Gen Z.

Gen Z wants self-service for simple requests

A study by Gartner found that 75% of Gen Z consumers prefer self-service options for simple tasksConversational AI technology like intelligent virtual assistants (IVAs) reduce inefficiencies and caller irritation.

Speech-enabled solutions appeal to Gen Z with:

  • 1. On-demand assistance

When AI addresses simple requests, callers bypass hold times completely. IVAs handle frequently asked questions (FAQs), appointment management tasks, routing to a specific person or department, prescription refills, etc.

  • 2. Ease of use
Equipped with natural language processing (NLP), IVAs understand any combination of words and phrases, mimicking the ease of human interaction for frictionless problem resolution.

Conversational AI does both, optimizing self-service and enhancing live phone interactions. By managing routine requests quickly, IVAs minimize hold times for callers with complex issues waiting for a live agent. Patients also benefit when reduced call volume frees up agents and operators to provide higher-quality assistance. Speech-driven AI enables health systems to provide the balance of self-service and live support that Gen Z looks for!

About Parlance

Parlance delivers conversational AI as a managed service for leading organizations nationwide. More efficient communication allows health systems to exceed expectations while maintaining profitability.

When healthcare companies combine IVAs with live agent support, they elevate the voice channel for patients. That means fast, intuitive service for callers who know what they want, and less frustration and shorter hold times for callers who need to speak with a live agent. Parlance improves patient navigation, facilitates frictionless interactions, and provides on-demand service and high levels of caller engagement.

 

By Michelle Glans

To learn more about how different generations navigate healthcare, read this article

Parlance Corporation
400 West Cummings Park, Suite 2000
Woburn, MA 01801

CONNECT WITH US

Linkedin-in

Phone: 888-700-6263

Support: [email protected]

SOLUTIONS

  • Switchboard
  • Contact Center
  • Clinics
  • Speech Attendant

INDUSTRIES

  • Healthcare
  • Higher Education
  • Enterprise

RESOURCES

  • Blogs
  • Media
  • Publications

ABOUT US

  • Why Parlance
  • Meet the Team
  • Careers

CONNECT WITH US

Linkedin-in

Phone: 888-700-6263

Support: [email protected]

Excellence Award 2022
HIPAA Vanta image

© Copyright 2025 Parlance

Privacy Policy
Security Policy