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Home > Videos > Automate and Elevate: A Call Center’s Path to Success


AUTOMATE AND ELEVATE: A CALL CENTER’S PATH TO SUCCESS

Intermountain Health's Chief Digital & Information Officer, Craig Richardville
shares his learnings on successfully automating call center operations using
conversational AI while achieving ROI-positive results.

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Click for sound





44:13











FEATURING:

 * Craig Richardville, Chief Digital and Information Officer at Intermountain
   Health
 * Michael Blumental, Chief Revenue Officer at Hyro


SESSION HIGHLIGHTS

Intermountain Health, a prominent healthcare organization operating in seven
states with a revenue of $16 billion, employs over 70,000 caregivers and serves
more than 1.1 million health plan members. They emphasized their transition from
traditional call centers to more versatile contact centers through their
partnership with Hyro. This evolution aimed to enhance patient experiences and
improve operational efficiency.


REVOLUTIONIZING CALL CENTERS WITH CONVERSATIONAL AI

Conversational AI emerged as a pivotal solution to elevate call center
operations. Michael introduced the concept of AI assistants as a digital
workforce, capable of providing immediate and automated responses to patient
inquiries. Traditional conversational AI models relied on predefined intents,
which could lead to subpar experiences and limited scalability. The adaptive
communication approach presented by Hyro addressed these limitations by
leveraging computational linguistics and a knowledge-based approach. This
allowed for more context-aware and effective responses, significantly enhancing
the patient experience.


OVERCOMING OPERATIONAL CHALLENGES AT INTERMOUNTAIN HEALTH

Craig and Michael delved into the challenges faced by Intermountain Health,
emphasizing the organization’s reliance on phone calls as the primary mode of
communication. They acknowledged long wait times and the need for a shift
towards self-service options.

 

Intermountain Health had undergone mergers and acquisitions, resulting in
diverse operations and technology platforms. To address these challenges, the
organization sought to draw inspiration from consumer experiences in industries
like airlines, grocery, and retail. Both Michael and Craig agreed and emphasized
the need to develop a standardized tech stack, evaluate partners, and centralize
resources for a more cohesive approach.


SEAMLESS INTEGRATION FOR CALL CENTER AI

The session explored the seamless integration of Hyro’s solution within
Intermountain’s operations. The speakers explained how the system seamlessly
integrated with Intermountain’s website, mobile app, and call center. The AI
replaced traditional call trees with open-ended conversations, leading to more
engaging and efficient interactions. Notably, the AI demonstrated the ability to
identify patients, create Salesforce records, and handle interactions through
chat or calls. In instances where agent assistance was required, the AI ensured
a seamless transition, providing the agent with full context to improve
efficiency (see “agent handover“).


ILLUSTRATING THE IMPACT: USER JOURNEY WITH AI

A compelling demonstration showcased a patient’s journey, starting with a
website visit to find a new primary care doctor. The AI assisted in the
physician search, providing relevant doctor options and enabling appointment
scheduling. The seamless transfer of the conversation to a human representative,
with full context provided, demonstrated a significant improvement in agent
efficiency. The session concluded by emphasizing the transformative impact of
integrating conversational AI, ultimately leading to versatile contact centers
and improved patient experiences at Intermountain Health.


TRANSFORMING PATIENT EXPERIENCES: AI-ENABLED WEBSITE INTERACTION

The session continued with a live demonstration of how patients interact with
the Intermountain Health website and the AI assistant. The patient’s experience
was highlighted, showcasing the ease with which she could find a primary care
physician in Denver who speaks Spanish. The AI assistant intelligently narrowed
down the options based on the patient’s preferences and insurance plan,
providing a seamless and efficient search process. The ability to book an
appointment online further enhanced the patient’s experience, demonstrating the
power of AI-driven interactions.

 

The session transitioned to a recorded call center interaction, exemplifying how
the AI assistant operated in real-time. The call began with the AI assistant
introducing itself and offering assistance with various tasks like appointments,
referrals, and more. The patient inquired about her upcoming appointment, and
the assistant efficiently gathered the necessary information, demonstrating the
potential for automated appointment verification. This interaction illustrated
how the AI seamlessly collaborated with live agents, ensuring a smooth
transition and enhancing operational efficiency.


INTERMOUNTAIN'S SUCCESS WITH CALL CENTER AUTOMATION

Craig Richardville emphasized the remarkable results achieved through the
implementation of the AI-powered contact center. He highlighted that 91% of
calls were successfully routed to the appropriate department, a significant
improvement from previous systems. The automated chat resolved 44% of inquiries
without the need for agent intervention, enhancing the patient experience and
operational efficiency. Additionally, 79% of patients achieved their desired
outcome through the chat interface, indicating high user satisfaction.


24/7 ACCESS AND EFFICIENCY

The session highlighted the significance of the contact center’s availability
around the clock. A substantial 27% of interactions occurred outside of
traditional working hours, ensuring patients could access assistance when it was
most convenient for them. This flexibility catered to the diverse schedules and
needs of patients, showcasing the adaptability and efficiency of the AI-driven
system.


SIGNIFICANT TIME AND COST SAVINGS

The implementation of the AI-powered contact center resulted in substantial time
and cost savings. It was estimated that hundreds of hours were saved each month,
showcasing the substantial return on investment. Furthermore, the reduction in
abandonment rates by 64% indicated that patients were no longer experiencing
long wait times or frustrations, ultimately improving accessibility and patient
satisfaction.


ENHANCING PATIENT EXPERIENCES: THE HUMAN TOUCH

While automation played a crucial role, the integration with live agents was
highlighted as a key aspect of the system. This ensured that patients could
seamlessly transition from automated interactions to personalized conversations
with human representatives. The combination of AI-driven efficiency and the
human touch demonstrated a holistic approach to patient engagement and care.
Both Craig and Michael concluded by addressing the future of the AI-powered
contact center. They emphasized its adaptability to different organizational
sizes and needs, even for smaller healthcare practices without dedicated call
centers. The system could be implemented in stages, beginning with automating
routine interactions, and then gradually expanding to more complex tasks. This
demonstrated the scalability, adaptability and versatility of the AI-powered
solution.


MORE SESSIONS FROM DIGITAL FRONT DOOR DAY 2023

 * Seattle Children’s Digital Front Door
 * Laying the Groundwork for Safe Generative AI Adoption in Healthcare
 * The Key to the Digital Front Door. Spoiler Alert – It’s the Data


VIEW MORE VIDEOS

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Inside Hyro for Healthcare: A 5-Min Demo of Hyro’s Platform
Watch now Apr 09, 2023
Webinar
From Cost Center to Value Generator: Transforming Healthcare Contact Centers
with Salesforce & Conversational AI
Watch now Nov 16, 2023
Video
Contact Center & Healthcare Operations Leaders: Fireside Chat
Watch now Nov 27, 2023
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