Conversational Bot Integration with Infinitus
Product Statement
High call volumes in healthcare negatively impact the user experience when interacting with healthcare providers. When patients or their advocates have to wait on hold for extended periods or are unable to connect with a healthcare provider, their experience can be negatively impacted. This can lead to frustration, increased anxiety, and reduced trust in the healthcare provider.
Solution
The solution is to automate provider interactions and information sharing to lower call volumes. The Infinitus Bot is a technology solution that enables call centers to handle more calls while still providing relevant information to patients and their advocates. By automating interactions, the overall user experience is improved, wait times are reduced, and healthcare providers can focus on more complex inquiries or tasks.
Product Values
- Improved user experience for patients and their advocates when interacting with healthcare providers
- Reduced wait times and call volumes through automated interactions and information sharing
- Increased efficiency in healthcare provider interactions through automation and technology
- Enhanced patient satisfaction and trust in healthcare providers and organizations
- More effective use of healthcare provider time and resources by reducing the need for handling simple inquiries or tasks
- Better data-driven decision making through measuring and tracking key metrics related to call center operations and patient interactions.
Key Metrics
- The potential key metric to measure the impact of high call volumes on the user experience is the average wait time or hold time for patients or their advocates when attempting to connect with a healthcare provider.
- Another metric could be the call abandonment rate, which measures the number of calls that are abandoned due to long wait times or other issues.
- The number of calls that require follow-up due to unresolved issues is another metric that can be used to identify areas of improvement in patient interactions.
- These metrics can help healthcare providers identify areas of improvement in their patient interactions and work towards providing a better user experience.
- By tracking these metrics, healthcare providers can gain insights into the effectiveness of their call center operations and make data-driven decisions to improve the patient experience.
- In addition to these metrics, healthcare providers may also track metrics such as first-call resolution rate, customer satisfaction score, and average handle time to gain a comprehensive understanding of their call center performance
Architecture Diagram
Team
| Lalitha Singh | Saputo Marta | Rakshit Yagnik | Kiran Chowdhary | Priyanshu Mittal |
| Sr Dir Software Engineer | Dir Product | Sr Dir Software Engineer | Sr Principal Engineer | Software Engineer |
| lalitha_singh@optum.com | marta.saputo@optum.com | rakshit.yagnik@optum.com | kiran_chowdhary@optum.com | mittal_priyanshu@optum.com |