技术
- 分析与建模 - 自然语言处理 (NLP)
- 分析与建模 - 实时分析
适用行业
- 医疗保健和医院
适用功能
- 质量保证
用例
- 搜救
- 语音识别
服务
- 测试与认证
关于客户
帝国理工学院医疗保健 NHS 信托基金是英国最大的信托基金之一,每年为约 150 万人提供急症和专业医疗保健服务。该信托基金在伦敦西北部的五个繁忙地点开展业务。该信托每天处理超过 11,500 个呼入电话,其中包括应答时间不到 10 秒的紧急电话。该信托的目标 KPI 是在 30 秒内接听 70% 的电话。他们已经在使用 Liberty Converse(一种全渠道联络中心解决方案),并决定部署 Converse 的交互式语音响应 (IVR) 模块来帮助他们应对挑战。
挑战
帝国理工学院医疗保健 NHS 信托基金是英国最大的信托基金之一,每年为伦敦西北部五个繁忙地点的约 150 万人提供急症和专业医疗保健服务。该信托公司每天要处理超过 11,500 个呼入电话,客服人员在路由之前几乎没有时间确定呼叫的目的。他们的目标 KPI 是在 30 秒内应答 70% 的呼叫。面临的挑战是通过解决不正确的转接问题并减轻接线员的压力来优化呼入和紧急呼叫。这对于减少来电者的挫败感、病房的干扰和不断增加的呼叫量是必要的。对于紧急呼叫,应答时间不到 10 秒,信任需要在大量呼叫中快速识别这些优先呼叫,以触发紧急协议。
解决方案
为了解决患者沮丧和代理人压力的挑战,Liberty Converse 提供了有效的自动化解决方案。通过内置的交互式语音应答 (IVR),呼叫者可以快速重新路由到所请求的人员或部门。语音识别机器人利用高质量数据来处理 80% 的简单呼入呼叫,从而增强呼叫者体验并更好地支持客服人员。这使得客服人员能够有时间快速有效地听取和处理更复杂的询问。中央服务中心的数字化包括每天快速处理来自工作人员的 60 个呼入紧急电话。借助 Liberty Converse,所有紧急呼叫都会受到监控,从而向客服人员发出清晰、即时的通知。用于紧急警报的响亮铃声已被屏幕上清晰的红色横幅取代,并发出声音警报。如果客服人员在 6 秒内接听电话,并且仍在通话中,Converse 会自动通知当前呼叫者并将其转接到下一个可用的客服人员。这种对紧急呼叫的实时监控可以确保工作人员不会错过任何一个将紧急部队引导到需要的地方的过程。
运营影响
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