In the case study, a 116-year-old healthcare provider in Texas, renowned for its patient-centered care, sought to optimize its internal Human Resources (HR) contact center. Facing challenges like outdated touch-tone IVR, inadequate reporting, and high call volumes, the provider partnered with [24]7.ai to implement natural language IVR and streamline operations.

The solution involved deploying a sophisticated IVR system that accurately understood caller inquiries and efficiently directed them to appropriate resolutions. Through multiple optimization cycles and data-driven adjustments, the IVR’s performance and accuracy were continuously enhanced, resulting in quicker issue resolution and improved call routing.

As a result, the healthcare provider witnessed significant improvements, including reduced abandonment rates, faster call handling times, and enhanced agent productivity. This successful pilot demonstrates the potential for broader contact center transformation within the healthcare provider’s organization.

After implementing a natural language IVR, [24]7.ai continuously optimized it through data analysis. This led to quicker issue resolution and improved call routing. The client gained agility to make changes to the IVR and adjust it effectively.