Managing high call volumes while providing exceptional patient care is a persistent challenge for healthcare providers. A leading diagnostic imaging provider tackled these obstacles head-on by integrating Replicant’s AI-powered Thinking Machine into their operations (Link to PDF Version.) The result? Reduced wait times, empowered agents, and a better patient experience.
The Challenge
This diagnostic imaging provider operates across 17 outpatient centers, with over 50 radiologists providing specialized care. Handling 6,500 calls monthly, this customer faced mounting difficulties:
○ High call abandonment rates (19%-30%).
○ Long hold times
○ Overburdened agents unable to focus on complex patient needs
○ Appointment cancellations and confirmations, while routine, consumed significant agent time.
The diagnostic imaging provider needed an efficient, patient-friendly solution to automate straightforward requests while freeing agents for more critical tasks.
The Solution & key Outcomes:
Conversational AI seamlessly automated appointment cancellations and confirmations. Unlike manual processes, the AI-powered solution provided real-time updates to their scheduling system, ensuring accurate availability 24/7. This collaborative approach, swift responsiveness, and ability to tailor solutions made the partnership highly effective. With Conversational AI in place, the leading diagnostic imaging provider achieved remarkable results:
Higher Answer Rates: Agent answer rates soared from 73% to over 90%.
Reduced Abandonment Rates: Call abandonment dropped from an average of 25% to just 5%.
Efficient Workflows: Agents now manage fewer calls, enabling them to focus on strategic tasks and skill development.
Real-Time Appointment Management: Automated updates improved patient scheduling accuracy, reducing missed revenue opportunities.
Conversational AI now handles up to 700 calls daily, transforming how this company operates its Contact Center.
“We’re taking repetitive calls off agents’ plates, allowing them to learn new skills and spend more time with patients.”
— Director of Contact Center, A leading diagnostic imaging provider —
Conclusion
Success with Replicant underscores the transformative power of AI in healthcare contact centers. By automating repetitive tasks, the leading diagnostic imaging provider not only improved patient access to care but also enhanced agent satisfaction and operational efficiency.
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