Have you ever wondered why it is so easy to ask Siri and Alexa questions but so difficult to navigate an automated menu on a phone call? Well, business tech is finally catching up to consumer tech with Amazon Connect voice communications capabilities, and the implications are massive.
Compare these two scenarios:
Scenario 1 – present day
You need to make an appointment or call to ask a health question. You ring and are immediately put on hold. An automated voice tells you that the approximate wait time is 65 minutes. Steam starts to come from your ears, and you slam the phone down in frustration.
Scenario 2 – Cloud-based Contact Centre Service
You need to make an appointment or call to ask a health question. You ring and an automated voice answers. Here is how the conversation might go:
Voice: “Hi, Susan Myer. I can see that you are due for your three monthly diabetes checkup. Would you like to make an appointment?”
You: “Yes, can I come in on Thursday afternoon?”
Voice: “We have an appointment at 3 pm. Does that suit?”
You: “Yes, book it in.”
Voice: “Great, I have booked you in for a three monthly diabetes checkup with Dr Gables at 3 pm on Thursday 9 October. We will give you a call the day before to remind you.”
The Business Case
From a business perspective, you can not only dramatically improve the patient experience, but you can also allow staff to focus their time and attention on the exceptional cases secure in the knowledge that the routine enquiries are being managed effectively. If a more complex call is referred through to one of your team members, they will have the patients name, history and the specifics of the automated call at hand, saving time and frustration.
Plus, all of your call recordings sit within a storage centre and can be transcribed, analysed and interpreted to review customer satisfaction levels and drive continuous improvement.
With the convenience of yelling “hey Alexa, turn the lights off” becoming second nature, improving voice communication efficiency goes a long way to meeting customer expectations of responsiveness and delivering a far superior patient experience.