Conversational AI-powered self-service enables callers to complete routine tasks like appointment scheduling and prescription refills. When speech-enabled IVRs and IVAs are frictionless, more people self-serve. This reduces repetitive tasks for live agents and allows them to operate at the top of their skill sets, improving overall job satisfaction. Advancements in AI-powered automation are raising the bar for patient access contact centers. Automated solutions handle routine inquiries, reducing hold times for callers and freeing up live agents to speak with people who really need help.
- IVAs are scalable and can help healthcare contact centers to handle any unexpected surge in inbound calls
- Healthcare consumers want immediate attention without long hold times — to get to the providers, departments, and resources they need quickly
- Rushed patient access center agents can make patients and care givers feel unsatisfied
- Interactions with exasperated callers can result in stress and burn-out for patient access center staff, leading to lower productivity and poor workplace morale