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:
- 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.
- 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 Parlance Team
