Interaction for Innovation: Leveraging Conversational AI to Create a Patient-Centric Call Center

Consumers expect to be at the center of the delivery of their healthcare, just like they are in other industries. Call centers have long been one of the most important channels for interaction between healthcare organizations and the populations they care for, but leading organizations understand that they need to evolve to meet consumers where they are. This study shows how a leading health supply organization leveraged conversational text messaging in their high-volume call center to improve efficiency, increase capacity, and drive better experiences for their consumers.


Key Takeaways

— 1 —

Improved health supply reorders by 9 percentage points

— 2 —

Automation helped staff reduce the amount of required outbound calls

— 3 —

~50% improvement in outcomes when switching from 1-way text to 2-way