Healthcare
Creating an advanced customer care experience by modernizing capabilities
Industry: Healthcare
Executive Summary
Customer-care processes depended heavily on manual email intake, case creation, traditional IVR, manual after-call activities, and live-agent chat. These processes increased agent workloads and limited the availability of customer self-service.
Client: Our client, a leading healthcare organization, needed a standardized and scalable customer-care platform with AI-driven service capabilities.
Background
Customer-care processes depended heavily on manual email intake, case creation, traditional IVR, manual after-call activities, and live-agent chat. These processes increased agent workloads and limited the availability of customer self-service.
Challenge
The organization faced slow manual email processing, menu-based IVR without conversational context, manual case creation for voice interactions, time-consuming after-call activities, limited chat-queue visibility, and no automated chat or after-hours support.
Strategy
Service Cloud | Data Cloud | Sierra AI | IVR | IDP Integration | Natural Language Understanding | AI-Powered Virtual Assistants
Solution Overview
Info Services applied AI to generate responses for email inquiries, introduced AI-powered Natural Language Understanding for intelligent IVR routing, automated case creation and data capture for voice and chat, automated conversation summaries and follow-up recommendations, implemented Messaging for In-App and Web with skill-based routing, and deployed AI-powered virtual assistants.
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