![]() Using another type of AI application related to NLU, called sentiment analysis, virtual assistants can parse customers’ spoken or written comments to understand what they’re trying to accomplish. AI-Powered Human AgentsĪI-enabled conversational assistants aren’t just getting customers basic info they need behind the scenes, they’re also feeding human agents intelligent data and analysis to deliver better, faster outcomes, without customers ever being aware. Health providers calling in today can complete their initial inquiry in less than two minutes-and don’t wait to talk to a live agent. Rather than just get routed to another queue, the caller might get an answer such as “the co-pay for chiropractic visits is $100.” Since the system was rolled out in 2019, the percentage of callers who use the AI-enabled system has doubled, and the cost of running it has dropped by two-thirds. It can also understand the unique vernacular of particular insurance-related topics, such as distinguishing between a claim and a referral. IBM’s natural language understanding (NLU) software-using seven language models and two acoustic models-now translates more than 90% of spoken sentences it “hears” from customers. To fix the problem, Humana partnered with IBM’s Data and AI Expert Labs to create a solution that could quickly identify and deliver the specific information that callers needed. Callers wasted valuable time, and Humana paid more to outsourcing companies for all those agent-staffed phone calls. Yet 60% of those calls were simple queries for basic information, such as whether a patient’s policy covered a specific procedure or treatment. In 2016, for example, Humana call centers were flooded with 1 million calls every month from doctors and administrators. ![]() Many tried to avoid the pain of IVR by repeatedly punching “0” or repeating “speak to agent” to jump out of the maze and get to a live agent as soon as possible.įor companies like health insurance giant Humana, however, that scenario causes another challenge-overloaded service agents. AI-Powered Customer Assistantsįor decades, millions of customers have disliked IVR systems that often wasted their time and too rarely got them the information they sought. ![]() Here’s a look at how AI is revamping the call center-and helping redefine customer experience itself. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |