Cognitive AI solution transforms contact center for leading healthcare organization

A leading healthcare organization was looking to improve its provider focused contact center operations for precertification processing. They faced challenges including:

• A high cost of operations and the maintenance of multiple call centers, creating oversight and quality variances
• A heavy reliance on staff, creating unwanted risk in a volatile labor market
• Rising inflation contributing to increasing operational expenditures
• Providers unable to obtain information after hours and on weekends
• A risk to provider satisfaction and an increase in provider abrasion

The EXL team recommended EXL EXELIA.AI™, our industry-leading, healthcare trained AI solution that mimics human-like interactions through voice and chat and instantly solves queries through next-generation natural language processing and contextual understanding.

The solution seamlessly switches between voice and chat options to expedite the intake of information while the caller remains online. Once it gathers the information from the caller, it can end the call if the call intent is met, or seamlessly transfer the call to an agent as per the agreed conversation design.

The solution was able to help the client:

• Deflect more than 65% of in scope calls
• Reduce call resolution time and average cost per call
• Increase operational resilience with the ability to scale to meet business needs
• Create new data insights and assets to inform business operations
• Provide valuable information to providers after hours and on weekends

Results to date include:

• Cost per call reduction by over 80%
• Since implementation, $1.23M in client savings achieved
• Reducing the average call handle time from 4 minutes to 45 seconds
• 97% positive feedback from providers

Learn how we did it. Download the case study for more information.