Many industries are lucky enough to have a steady, predictable stream of customers. The healthcare industry is not one of these. Slow times will often be punctuated by overwhelming calls and visits, which often peak on the weekends. In the call center, handling patient inquiries can be a fraught process, with peaks and troughs that make agent retention a problem.
Conversational artificial intelligence (AI) company LivePerson announced a partnership with TGH Urgent Care powered by Fast Track to use voice bot and AI technology to significantly improve patient and employee experiences. TGH Urgent Care powered by Fast Track is the network of 16 healthcare clinics serving the Tampa Bay, Florida, region. TGH chose to help it address overwhelming call volumes that were flooding its customer service representatives and adversely impacting its 4.9-star patient experience. As an early adopter of LivePerson's recently launched Voice AI solutions, TGH Urgent Care implemented the company's voice bot tech into its traditional IVR system to reduce pressure on human agents, as well as funnel callers into messaging conversations handled by a combination of AI and human agents.
So far, adoption of the LivePerson solution has resulted in deflection of 40 percent of voice calls into messaging, which reduces hold times for customers who choose to stay on the phone and provides seamless experiences for those who choose to message. The solution has also reduced stress and improved morale for customer service and front desk staff, with the latter being able to provide better in-person experiences instead of constantly answering the phone.
"Adopting LivePerson's services has improved our communication dynamics, eased staff burden, and enhanced the patient experience, allowing us to focus on providing industry-leading healthcare in the Tampa Bay Area," said Dr. Daron Diecidue, CEO at TGH Urgent Care powered by Fast Track.
TGH Urgent Care also implemented LivePerson's Conversation Assist feature, creating about 25 pre-scripted responses to common messaging inquiries, which sped up response times and made customer interactions more efficient. This feature also helps agents better manage periods of high messaging volume, making the entire experience smoother and more efficient.
Edited by
Greg Tavarez
