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Twilio > 实例探究 > 通过多渠道通信改善医疗保健体验:Icario 和 Twilio 合作伙伴关系
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Icario's Innovative Approach to Personalized Healthcare Communication

技术
  • 分析与建模 - 机器学习
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 医疗保健和医院
  • 零售
适用功能
  • 产品研发
  • 销售与市场营销
用例
  • 预测性维护
  • 语音识别
服务
  • 数据科学服务
  • 系统集成
挑战
Icario 致力于通过提供每个人都可以访问的沟通渠道来改善医疗保健体验,包括那些不喜欢数字化或无法使用某些技术的人。他们与医疗保健组织合作,吸引并激励健康计划成员掌控自己的健康。
关于客户
Icario 主要与医疗保健组织合作,特别是政府医疗保健领域的组织。他们专注于吸引那些更喜欢打电话而不是其他沟通方式的医疗保险人群和成员。
解决方案
Icario 使用多渠道平台(包括短信、电子邮件、普通邮件和语音外展)来个性化沟通并吸引会员。他们还为喜欢传统电话的会员集成了 IVR(交互式语音应答)。通过使用 Twilio 的语音支持,他们能够取代以前的 IVR 供应商并创建更加无缝的 IVR 系统。
运营影响
  • The integration of Twilio's voice support into Icario's platform has significantly improved their ability to reach and engage with their members, particularly those who prefer voice calls. This has not only enhanced the individual health outcomes of their members but also benefited the entire healthcare ecosystem. The solution has also enabled Icario to be more intelligent about how they use member data to identify the right message, channel, and time for communication. This has resulted in more personalized and effective health action plans for their members. Furthermore, the use of behavioral research and machine learning has allowed Icario to reach other hard-to-reach members, thereby expanding their reach and impact.
数量效益
  • 40 million voice calls on Twilio in 2021 (estimated)
  • 2X improvement in answering machine detection and reliability
  • Developed a working voice platform prototype using Twilio Programmable Voice within three weeks

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