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Innovations in Healthcare Contact Center Operations by Parlance

In a significant development, Parlance has unveiled pivotal enhancements to its healthcare voice AI system, aiming to improve operational efficiency and patient experience in contact centers. The newly introduced features allow contact center managers to take instant control over greetings, messages, and FAQs without the need for extensive technical support. This innovation comes in the wake of increasing demands for efficient healthcare communication, especially given the complexities surrounding patient access services.

Instant Self-Service Configuration

Traditionally, making updates to a contact center's automated responses required coordination with a solutions engineer, leading to delays in implementation. However, with the latest rollout of the Parlance Portal, healthcare teams can now make real-time changes at their convenience. This includes adjusting the time-of-day greetings, elaborating on FAQ responses, and even broadcasting important outage messages directly through the portal. As Sanjay Yadav, Head of Engineering at Parlance, stated, "The biggest benefit is operational efficiency." This shift to self-service offers teams the ability to communicate status updates quickly, reducing redundancies such as duplicate IT tickets from callers unaware of service outages.

Healthcare providers like Keck Medicine of USC have swiftly adopted these capabilities, utilizing broadcast messaging on their IT help desk lines to alert callers promptly about ongoing issues. This has not only improved the patient experience but also streamlined internal communications within health systems.

AI-Enhanced Call Transfers

In addition to self-service control, Parlance has also enhanced its system to facilitate smoother transitions when a call needs to be transferred to a live agent. Previously, callers might have faced delays or repeated questions as they were passed to different representatives. The new features provide agents with comprehensive context about each call before they even pick up the phone.

During a transfer, Webex Contact Center agents receive crucial information such as the patient's name, date of birth, and the nature of their request. Furthermore, an AI-generated call summary encapsulates the entire conversation up to that point, making for a warmer transition. "The agent picks up already knowing who the patient is and what they need," explained Nikki Ballinger, Manager of Solutions Engineering at Parlance. This development is anticipated to enhance both the efficiency for healthcare agents and the satisfaction level of patients, who will benefit from a more integrated and personalized experience.

Maintaining Service Partnerships

Despite these advancements, Parlance also maintains its commitment to managed-service partnerships. Health systems that prefer a hands-off approach can continue to leverage Parlance's expertise to run their contact centers entirely. At the same time, those looking for more direct control can take advantage of these new self-service features. This flexibility is crucial in bridging the gap between automated and human-assisted care, ensuring that patients receive the best service possible without unnecessary delays.

About Parlance

Founded to modernize the healthcare caller journey, Parlance delivers HIPAA-compliant natural voice AI solutions that enable seamless routing and understanding of patient calls. For more than three decades, their platform has been a reliable choice for over 400 health systems, answering more than 1.9 billion patient calls. With top-tier speech recognition technology and EHR integration, Parlance continues to set the standard for patient communication efficiency in the healthcare industry.

Their impressive client list includes distinguished organizations such as HCA Healthcare, Providence Health, UC San Diego Health, among others. For more information on how Parlance is transforming healthcare communication, visit their official website.