Transforming Experiences with NLP-driven IVA Technology
Empowering call handlers, streamlining support, and enhancing service quality with Intelligent Virtual Agent innovation.
The Customer
FCMS is a Social Enterprise health and wellbeing services provider and are passionate in their drive to deliver exceptional care to their patients, who are the central focus of all that they do. They aim to nurture an environment of inspiration, innovation and disruption so that the people within our world receive exceptional care for this generation and the next.
The Challenge
FCMS, a leading urgent care provider in the UK, faced a significant challenge in managing their Dental Helpline contract. The increasing volume of calls and the complexity of queries were putting an extra load on their existing contact centre. FCMS were looking for a solution to ease call handler frustration, inefficient call routing, and improve patient satisfaction. To address these issues, FCMS partnered with Babble to implement a cutting-edge contact centre solution.
Challenges
- High call volumes
- Rising average handle times
- High call abandonment rates on IVA
Benefits
- Reduced call volume by 7.5%
- Increased self-service options
- Decreased average handle times
Solutions
- Five9 IVA solution
The Solution
Babble’s solution involved implementing a contact centre optimisation platform specifically designed for FCMS. This innovative system employed intelligent routing using NLP. This supplemented an IVA that would redirect inappropriate calls and provide some demographics to call handlers. This resulted in a combination of advanced features that significantly improved call handler efficiency and patient satisfaction.
The solution’s NLP-powered IVA was particularly effective in providing call handlers with relevant information before the call was connected. This resulted in reduced call handling times, and improved operational efficiency, enabling FCMS to handle more calls with fewer resources.
“Before Babble, our call handlers were overwhelmed, and our patients were frustrated. Now, it feels like we have a whole new team. The NLP-powered IVA has really helped us route calls efficiently and reduced inappropriate calls. We were initially apprehensive about the potential disruptions that might occur during the implementation process. However, Babble's team exceeded our expectations, ensuring a seamless transition with minimal downtime. Their expertise and professionalism were evident throughout the process.”
Ben Melvin
Head of Business Intelligence and PMO
“The ability to customise our IVA has been invaluable for our operations. This not only streamlines our processes but also ensures that our agents have the right information at their fingertips. As a result, we can respond more effectively to our patients' needs, enhancing their overall experience with us.”
Vicky Noon
Digital Systems Lead
The Outcome
7.5% Reduction in Call Volume
Achieved a 7.5% decrease in call volume through inappropriate calls being redirected.
Enhanced NLP Questions
Improved options for patients, ensuring appropriate calls reached the service which reduced wait times.
Shorter Handle Times
Decreased average call handling times, leading to more efficient operations and happier patients.
Consistent Patient Experience
Unified experience across channels with integrated voice.
Insights from Staff & Patients
Improved Communication
Staff reported that having access to caller information, such as postcodes, enhanced their ability to assist patients effectively. This allowed agents to set expectations and provide relevant information based on the caller's location.
Patient Satisfaction
The ability to quickly inform patients about their inquiries, even when the service was busy, led to a noticeable improvement in satisfaction ratings. Patients appreciated being informed about their wait times and service availability.
Optimised Contact Center Solution
Enhance patient support and call handling efficiency with NLP-powered IVA technology