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World’s leading healthcare innovation company enhances user experience using the Kore.ai Bots Platform
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Use Cases
- Chatbots
Services
- System Integration
The Challenge
The healthcare company was facing multiple challenges in addressing queries made by customers and the agents. They were looking for a bots platform that could build a bot which can provide solutions to address issues like improving agent productivity by assisting them to procure data from multiple discrete systems and reduce wastage of time, automating agent management to enable them to get round the clock feedback about their sales order in real time, enhancing customer experience and resolving customer queries in real time, and ensuring easy access to a single web page in their third-party systems.
About The Customer
The company is a leading and innovative healthcare provider, powering modern healthcare services across 150 countries. They have revolutionized healthcare for more than 100,00 physicians, medical practitioners, and other healthcare facilities including 125 million individual customers. The company holds the reputation of building the world’s largest healthcare database with vast expertise in improving healthcare delivery, quality, and efficiency. The company provides services in the area of Data and analytics, Healthcare delivery, Healthcare operations, Pharmacy care services, Population health management, and Advisory services.
The Solution
In the first phase, the client built two agent bots using the Kore.ai bots platform. The Behavioral Health (BH) bot was built to address queries related to behavioral health, while the Benefits and Eligibility (BNE) bot was built to address the queries related to medical benefits and insurance eligibilities. The bots were custom made to instantly resolve issues and help agents serve the customers better and faster. Even with the adoption of the two bots, fetching real-time data from different backend systems was difficult for the company. It took a lot of time to get information and process them and cater to a large pool of customers at a time. With enhanced support from the product team at Kore.ai and the need to make it more user-friendly, BNE and BH Bot were merged into one single bot. This bot called AIDA, acted as a one-stop shop for all kinds of queries that need to be addressed by the agents. This single unified bot had the capability of fetching data in real-time from multiple backend systems and deliver the services to the agents. The bot simplified the work to a large extent for the agents. It helped save time, reduce errors, and make the agent service more efficient.
Operational Impact
Quantitative Benefit
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