Does Healthcare Digital Transformation Benefit Some Populations Over Others?

Digital transformation is a vital initiative for modern healthcare organizations. Nearly 90 percent of healthcare executives report that undergoing a digital and AI transformation is a top priority. However, given the diverse backgrounds, circumstances, and abilities of patients, these transformation efforts don’t currently result in equitable access to care. Health systems that prioritize online portals… Continue reading Does Healthcare Digital Transformation Benefit Some Populations Over Others?

How Conversational AI Advances Health Equity for Hospitals and Clinics

Health equity begins at an organization’s digital front door. CIOs must prioritize the ease with which consumers can access their hospitals and clinics. The phone is the dominant method of communication among consumers. 72% of consumers pick up the phone first when they want fast customer service.  When phone trees are confusing and contact centers are congested, people who… Continue reading How Conversational AI Advances Health Equity for Hospitals and Clinics

Why CIOs Should Invest in Conversational AI to Save Money and Enhance Patient Access 

In response to rising consumer expectations, increased costs, and workforce shortages, health system leaders have heavily invested in digital communication channels like patient portals and chatbots. 75% of providers have increased their digital and IT budgets since 2019. However, the voice channel has often been neglected as a part of digital transformation. 88% of healthcare… Continue reading Why CIOs Should Invest in Conversational AI to Save Money and Enhance Patient Access 

Three Reasons Phone-Based Customer Service in Healthcare is Here to Stay

The majority of healthcare consumers still prefer the phone for complex problem-solving and appointment management. Health systems are undertaking digital transformation initiatives to save money and attend to an increasing number of healthcare consumers. While these organizations have prioritized modernization efforts by implementing portals and chatbots, they often neglect the most dominant means of communication… Continue reading Three Reasons Phone-Based Customer Service in Healthcare is Here to Stay

Why Healthcare CIOs Should Automate FAQs with Conversational AI

As a CIO in healthcare, your job description demands that you eliminate inefficiencies in the contact center. Rising consumer expectations for high-quality patient care means acting quickly is essential, but budget constraints and staffing limitations create pressure to avoid mistakes. When conversational AI is used for frequently asked question (FAQ) resolution it reduces hold times… Continue reading Why Healthcare CIOs Should Automate FAQs with Conversational AI

Why Effective Call Navigation is Imperative for Health Systems

Complex call navigation stands between healthcare consumers and the resources they need. According to WebMD, first-call resolution across industries is 74%, but for the health sector, leaders estimate 20%. This is partially due to the intricacy of healthcare organization phone systems. Call steering guides patients, caregivers, and loved ones through the maze. Vanity numbers provide a single… Continue reading Why Effective Call Navigation is Imperative for Health Systems

The Resurgence of the Voice Channel

In healthcare, 70% of consumers contact hospitals and clinics by phone. Caller experiences must be efficient and seamless for patients to feel satisfied. For contact centers to increase self-service, and effectively navigate callers, simplicity is key. Fast and easy communication is vital, especially when patients and caregivers need to address pressing healthcare issues. The phone… Continue reading The Resurgence of the Voice Channel

Improving Patient Experience with Conversational AI

In the first 30 seconds of a patient’s interaction with your health system, you’ve set the tone for the remainder of their engagement – for better or worse. First impressions count. According to a Harvard study, it typically takes eight subsequent positive encounters to overcome a negative first impression. In healthcare, 70% of people’s first point of… Continue reading Improving Patient Experience with Conversational AI

Parlance is a Nuance SpeechAttendant® Replacement

Organizations across the US, Canada, and the UK are switching to Parlance to avoid increasing their switchboard operator head count. Parlance transforms corporate directories into speech-driven tools to help both consumers and businesses.  As a consumer – when you call into a large organization, you want quick, easy access to the people, departments, and services… Continue reading Parlance is a Nuance SpeechAttendant® Replacement

Parlance is a Nuance SpeechAttendant® Replacement — Simplify Every Pathway Your Caller Can Take

In 2022, Nuance SpeechAttendant® and Open SpeechAttendant®’s products were officially discontinued, leaving their customers searching for a new automated attendant solution. Callers want friction-free, speech-driven access to the people and places inside large organizations. Consumers use their voices to engage with Siri, Alexa, Google, and Netflix and get the information they need and simplify the path… Continue reading Parlance is a Nuance SpeechAttendant® Replacement — Simplify Every Pathway Your Caller Can Take