Speech-enabled IVR improves patient experience — Switchboard solutions in healthcare
Improving caller experience in healthcare should be top-of-mind for every patient experience and patient access professional. At a time when health equity, rising consumerism, and patient experience are top-of-mind in healthcare, humanizing the patient journey is so important. Embracing patients and family members with a better calling experience, from start to finish, removes frustration and sets the tone for the remainder of a caller’s engagement with the organization. When health systems combine modern, voice-driven IVR with live agent support, they jump to the next level in voice communications for patients. That means fast, intuitive service for callers who know what they want, and less frustration and shorter hold times for callers who need to speak with a live agent. When more callers easily self-serve, agents are free to patiently service those people with more complex needs.
Parlance delivers speech recognition as a managed service for leading health systems nationwide, transforming old fashioned IVRs and automated attendants into easy-to-navigate speech-driven tools.
Some of the things we do to alleviate stress on the switchboard and improve patient experience:
• Enable quick, accurate, voice-driven call routing
• Eliminate common mistaken transfers at the switchboard
• Connect families to patients
• Authenticate patients
• Remove mundane tasks for operators
• Maintain service levels to callers in the midst of varying staffing levels
Superior voice recognition technology and programming eases caller frustration and improves self-service rates, quickly routing callers to the correct destination. The Parlance solution has:
• More advanced voice recognition to better understand conversational requests
• A proprietary database with advanced programming to interpret millions of proper names and pronunciations (Callers using varied accents or diction/inflection will still be connected to the right destination when they speak the name of a person or department)
• Multiple levels of differentiation built into our call handling, to distinguish ambiguous requests for people with the same name (This allows callers to reach the specific person or department they want with less effort, improves self-service rates, and reduces the workload for switchboard operators)
To learn more about how voice-driven call routing improves patient experience for health system callers, visit our website...
https://www.parlancecorp.com/demos/ca...