Customer overview
The client, a large healthcare organization with 18,000 employees and $3.5 billion in revenue, provides medical services to hundreds of thousands of patients across a wide geographic region.
Background
The client was facing a challenge with its customer service due to the COVID pressure and limited staff. It had massive queue times and high abandon rates for its inbound calls. It needed a solution that could improve its customer experience and efficiency.
Challenge
The client partnered with CDW’s Google Cloud team to leverage the power of CCAI, a cloud-based artificial intelligence platform for contact centers. They wanted to create a virtual agent that could handle most of the customer queries and route them to the appropriate facility and department. They also wanted to integrate their existing ERP and CRM systems with the virtual agent to provide dynamic and data-driven responses.
Solution & impact
CDW helped the client to conduct a MVA workshop and technical discovery. They processed years of call recording data to identify intents and topic modeling. They developed a virtual agent based on priority use-cases. As a result, they developed an MVP in less than three weeks, that automated routing and transfers to each medical facility and department, automating over 40% of inbound calls. They also planned to expand the solution to automate scheduling for each department. They projected a significant improvement in customer satisfaction and operational efficiency.
Automated 40% of inbound calls
