Despite large health system investments in omni-channel communications…most patient engagements initiate on the phone.
And why shouldn’t they? Voice is the most natural user interface and the voice channel remains predominant. Parlance delivers speech recognition as a managed service. We leverage intelligent speech technologies, like Natural Language Understanding and Natural Language Processing, to improve the caller experience for leading health systems nationwide. Parlance creates a much easier experience for callers, as well as for operators and agents. Our healthcare clients want to enable their patients to speak naturally and connect quickly when they call on the phone. They want to provide friction-free patient access. No long hold times, no confusing menus, no numbers to press on a dial pad. For healthcare providers, IVA is an effective way of removing, or at least mitigating, the stress faced by their human agents. Health systems want to maximize the value of their live support teams. Human operators and agents are better utilized when they are managing more important and critical concerns. Modern speech-enabled IVRs and IVAs can handle the routine calls and transfers smoothly, freeing up switchboard operators and contact center agents. In addition, the assistance of AI and conversational guidance improves health equity and drives better patient outcomes.
Parlance is the only company to deliver IVR and IVA technology with a human voice rather than an automated voice. All dialogs are live voice recordings, custom-made in the Parlance sound studio. Not only do we provide all the custom dialogs needed, upon implementation, but we continue to support a health system’s ongoing needs for new dialogs, often with a 24 hour turn-around time. A human voice provides a seamless and comforting experience for people calling into a hospital or clinic. Most routine callers will be routed to the person, department, or resource they need without even noticing they are engaging with an automated phone system. People who need complex support can get it right away because live operators and agents, unburdened with routine transfers, are more available for callers who need complex support and empathy.
Sabrina is one of the live voices of Parlance. She is a real person. Behind each Parlance human voice is the Parlance speech technology engine. Together, speech recognition technology, AI automation, and a “live” voice create an easy, pleasing, and very human experience. Sabrina “listens” to callers and transfers them where they need to go. She speaks fluent Spanish. She answers the phone 24 hours a day, she’s never sick, and she doesn’t take vacations. When Parlance is integrated into a hospital or clinic phone system, caller, operator, and agent effort is minimized. Operators and agents can do what they are trained to do — the human stuff — like empathizing and problem-solving, while the Parlance modern IVR or IVA handles the routine transfers. In healthcare, many people need to speak to a live person, but many people just need quick access to a department, provider, family member in the hospital, medical records, financial services, etc. Those callers don’t need to talk to a live operator and they don’t want to have to wait on hold. Parlance partners with health systems to maximize the value of live support teams and create a great caller, operator, and agent experience.