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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centers, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of US contact centers, ContactBabel has identified five significant concerns and issues which are found in many healthcare customer contact operations:
- Reduce cost per live contact
- Increase self-service and reduce unnecessary calls
- Increase customer personalization
- Meet regulations and compliance requirements
- Compete successfully with other healthcare providers.
This report quantifies the challenges that healthcare contact centers are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of customer service.
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In this Report
Reduce the Cost of Live Telephony with AI
- Intelligent call routing
- Automated customer authentication
- Optimizing talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Comply with regulations and reduce fraud
- Use of analysis for in-call compliance and auditing
- Automated call transcription and compliance risk notifications
- Automated customer ID&V
- AI-enabled audio security for confidentiality
Improve Self-Service & Reduce Unnecessary Calls
- Customer channel usage and preference
- Analyzing self-service failures and optimizing digital contact
- Using chatbots and voicebots more effectively
- Improving digital resolution rates through intelligent automation
Increase Customer Personalization and Compete Successfully
- AI for in-call personalization, cross-selling and upselling
- Predicting what the customer wants, and proactively delivering it
- AI-enabled agent assistance for positive outcomes
- Providing a single view of the customer across channels
- Handling objections and competitor comparisons
