Revolutionizing Contact Center Operations: A Healthcare Case Study on Cisco Migration and Generative AI Copilot Integration
A leading outpatient imaging provider teamed up with NeuraFlash to revolutionize their contact center operations with the power of Amazon Connect and advanced generative AI (GenAI) technologies. This transformation was designed to elevate their mission of delivering top-tier patient care by boosting contact center efficiency and enhancing self-service options for a smoother, more responsive experience.
Business Objectives
The organization sought to overhaul their contact center by the end of 2024, focusing on key priorities:
- Migrating 800 agents from Cisco to Amazon Connect
- Enhancing self-service options and leveraging AI/ML capabilities
- Implementing an innovative AWS GenAI Copilot for real-time agent assistance
- Boosting overall efficiency and customer experience with sophisticated Lex bots
- Introducing real-time call status monitoring and comprehensive reporting with trend analysis
This vision extended beyond routine upgrades, aiming for a patient-centric approach by leveraging AI to enhance both self-service capabilities and live agent assistance.
Partnering with NeuraFlash to Deliver an AI-Driven Contact Center
NeuraFlash, in collaboration with AWS, developed a cutting-edge solution using Amazon Connect, Lex, and Bedrock to meet these objectives. The approach focused on two key areas: improving patient-facing self-service options and providing real-time support to agents during live calls.
- Advanced Patient Self-Service Experience
The organization implemented intelligent IVR systems, allowing patients to easily schedule appointments and access information. Chatbots were deployed for both website and SMS interactions, providing round-the-clock support. A secure voice and chat-based authentication system ensured patients could manage their accounts independently. - Enhanced Agent Workspace and Copilot
The AWS GenAI Copilot played a central role in providing real-time guidance to agents, offering step-by-step assistance throughout patient calls. Integration with the organization’s RIS system allowed agents to access relevant patient data in real time, ensuring efficient and accurate interactions. This system also helped manage pending orders and route patients based on their specific needs. - Data Collection, Display, and Trend Analysis
NeuraFlash enhanced the organization’s existing systems to improve data collection and display, offering agents a comprehensive view of patient information. Real-time call monitoring and detailed historical reporting enabled management to track performance and identify trends. This included the integration of AWS Contact Lens for sentiment analysis, providing real-time coaching based on call content and emotion. - Omnichannel Integration
Voice, chat, and SMS channels were seamlessly integrated to provide a unified patient experience across all touchpoints. This ensured a consistent level of service, whether patients were interacting with automated systems or live agents.
Driving Key Business Outcomes
The healthcare provider faced several key challenges, including the need to streamline operations, reduce costs, and improve patient satisfaction. This transformation addressed those challenges by:
- Improving patient support efficiency through advanced self-service and AI assistance
- Enhancing agent performance with real-time guidance and automated workflows
- Offering 24/7 availability for patient interactions, improving accessibility and reducing wait times
- Delivering valuable insights into patient behavior to improve service quality and patient outcomes
- Utilizing NeuraFlash Desktop for Amazon Connect for all-in-one agent workspace for enhanced efficiency and customer experience.
By embracing AI-driven solutions, this healthcare provider has set a new standard in patient-centric contact center operations. These improvements are expected to result in higher patient retention, loyalty, and a stronger brand reputation as a leader in healthcare services.
The Results: Enhanced Efficiency and Patient Satisfaction
NeuraFlash’s support has not only streamlined contact center operations but has also empowered patients to take control of their healthcare interactions, leading to faster resolutions and a better overall experience. The integration of AI technologies reduced the burden on agents, improved job satisfaction, and cut operational costs.
With reduced average handle times and increased first-call resolution rates, this organization is now positioned as a leader in leveraging AI to deliver exceptional patient experiences. The implementation of GenAI capabilities is expected to drive further improvements, from reducing agent training time to enhancing patient outcomes, ultimately contributing to long-term success in the healthcare industry.
