AI-based patient-consultant call assessment

How many potential patients do you lose straight after their first call? And have you asked yourself why?

Consultant competency is usually the difference standing between a satisfying and unsatisfying first impression. Active listening, calm demeanor, cultural sensitivity, confidentiality awareness – there are countless factors worth considering.

To lose potential patients after their first contact – a silent revenue drain healthcare facilities can’t afford. But, in real-world terms, how do you keep your customer?

Consultant coaching is draining – time, cost, high turnover, associated retraining – and not always productive. But with artificial intelligence it does not have to be this way.

Reach your potential patients at their first contact

Salesforce research has highlighted that striking 46% of consumers surveyed say that healthcare organizations are more focused on industry trends than direct consumer needs, and that leads us to an important thought. It’s essential to create positive experiences at the first interaction.

Here’s what to remember: patient perspective is what matters most.

Retain your loyal patients during each next contact

• Patient attrition is expensive – businesses lose $243 straight for every failed customer
• To be more specific:
  • 43% of healthcare organizations report losing 10% of their revenue to poor patient retention
  • 19% of healthcare companies report losing 20% of their revenue for the same reason

Let’s say you spend $100 on marketing efforts to convert your prospects into buyers, but they never return. That’s called patient attrition, and it’s very expensive.

A successful healthcare journey can look like this:

1. Patient inquiry
2. Patient registration
3. Appointment scheduling
4. Insurance verification
5. Appointment reminders
6. Facility check-in and confirmation
7. Service provisioning
8. Post-visit follow-up

Ask yourself these questions:

• How many new patients have stayed after their first call?
• How many potential patients have left you for a competitor after their first call?
• What was the reason for rejection, maybe the receptionist’s manners?
• Are there quantifiable improvements after completed receptionist coaching?

And what’s your average:

• Customer satisfaction rate (CSAT)
• Net promoter score (NPS)
• Handling time
• Repeated contact
• Call abandonment
• Call escalation
• Training completion
• Training effectiveness?

No matter the answer, you can do better by harnessing artificial intelligence.

Our intelligent, AI-enabled solution can analyze live & recorded interactions and provide meaningful insights. You leverage LLM-empowered assessment, intelligent augmentation during engagement, personalized training, and, accordingly, business revenue.

Human augmentation

• Real-time assistance – when overseeing live interactions, the algorithm can provide customer insights to guide the conversation
• Sentiment analysis – by monitoring customer sentiment, the algorithm can provide valuable feedback to adjust the approach (tone, empathy, and more)

Meeting your client’s mood is half the battle.

Employee training

• Needs identification – by analyzing agent performance, the solution can pinpoint common challenges, helping managers with training needs identification 
• Progress tracking – by analyzing first contact resolution rates, CSAT, NPS, and other important metrics, the solution can automate progress tracking
• Personalized sessions – by extracting more insights, the algorithm can enable personalized sessions
• Virtual role-playing – by creating smart avatars, the algorithm can simulate real-world interactions

Forget traditional agent coaching – artificial intelligence is shaping the future.

We cover every stage from A to Z:

• Business consulting and analysis
  • Requirement gathering
  • Scope definition
  • Feasibility assessment
  • Project planning
• Data collection and preprocessing
  • Dataset compilation
  • Data cleansing
  • Data labeling
  • And preprocessing
• Model development
• Model training and evaluation
• Thorough testing
• Product deployment

And tailor the process to meet your needs:

• Stakeholder interviews – we converse with your company’s leadership to understand your objectives
• Project mapping – we delve into your operational processes to identify your opportunities
• Careful analysis – we review historical interactions to uncover critical patterns
• Regulatory alignment – we ensure your solution is compliant with current healthcare standards
• Focus workshops – we align on priorities and finalize the scope to meet your goals
• Final tuning – we calibrate the algorithm to address the scenarios you face every day

Speech recognition

Accent, dialect, and other speech variations along with background noises can deteriorate speech recognition.

This challenge is resolved:

• By training customized models with diverse, industry-specific datasets
• Including common conversational scenarios
• Using additional noise-reduction algorithms
• And training integrated models by leveraging historic interactions

Natural language understanding (NLU)

Context, intent, and ambiguities might hinder speech analysis, in particular when handling follow-up questions.

The challenge is resolved:

• By leveraging advanced frameworks that incorporate contextual understanding
• And integrating sentiment analysis

As well as improving through collected user feedback.

Real-time processing

Real-time processing, accurate interpretation, and responding, all handled within milliseconds, is complicated.

To resolve this challenge, we introduce:

• A lightweight, optimized model for faster inference speed
• Cloud computing to minimize network latency
• Cloud infrastructure for dynamic resource allocation
• And regular performance monitoring to address occurring bottlenecks

Regulatory compliance

Policy-making agencies are enforcing industry-specific protocols clearly outlining data collection and handling.

To avoid regulatory violation, we implement:

• End-to-end encryption
• Data anonymization and pseudonymization
• Access controls
• Role-based permissions

And other focused measures to comply with acknowledged security requirements in the healthcare industry:

• HIPAA
• GDPR
• HL7
• FHIR
• CDA
• DICOM

In the endless pursuit to protect their revenue, business leaders across industries are investing in automation. What’s holding you back?

• Get your phone interactions thoroughly analyzed
• Get insight into your employees’ performance
• Benefit from human augmentation with an AI copilot
• Provide efficient employee training by using AI avatars