Avantelecom optimizes medical contact center with AI

2024: Contact Center Optimization

IT- the company Avantelecom"," a developer integrator and in the field of corporate communication voice networks and technologies, has completed a project to optimize contact center a multidisciplinary medical center for adults and children. During "Modern Technology Clinics" the project, IT the company with the help voice assistant of automated 50% of the operator's work contact center in the medical center. Representatives of Avantelecom reported this on August 15, 2024.

The developers were faced with the task of improving the quality of client service, reducing the burden on operators and reducing the cost of telephone patient care.

Avantelecom specialists have automated some of the routine actions of operators using a voice assistant based on artificial intelligence. For this, voice models were developed that allow you to remove from manual control two blocks of the daily work of operators: confirmation of an appointment and collection of feedback based on the results of a visit to the clinic. The solution was built on the basis of the company's own product "Call Center," the platform of AI-assistants "Caspian" and the module for integration with CRM.

"It is important for us that the implemented software not only closes certain functions, but, first of all, meets the customer's business processes. Therefore, we strive to offer custom solutions, and not standardized "boxed" versions. For this project, we worked on the individual integration of the voice assistant with the customer's self-described CRM so that the clinic staff can quickly and efficiently track the data collected by the robot for current clients, "said Vladislav Viryasov, director of Avantelecom.

All information collected by the voice assistant both on appointments and feedback from clients is automatically transmitted to the CRM clinic. Important changes and criticisms are monitored by administrators in the visual format developed for this integration.

As a result, the medical organization fully automated the processes of confirming the appointment and collecting feedback. Typical and similar tasks of contact center operators decreased by 50%. Line waiting times decreased from 27 seconds to 18 seconds due to the release of operators from some of the routine tasks, and the number of missed calls was reduced by 14%.

"Our expectations for implementation have been fully met. As a result, the burden on operators in terms of outgoing calls was significantly reduced and the waiting time for the patient on the line was reduced. In the future, we plan to robotize the daily call of specialists to confirm the admission schedule, "the press service of the Clinic of Modern Technologies noted.