AI Virtual Agents Drive Efficiency and Better MI Experiences

Case Study (US)

The Challenge

Existing IVR required callers to have pre-existing knowledge to select the appropriate option.​

Generated high volume of inquiries that were out of scope (intended for patient support or assistance programs etc.).​

​​​Our Solution​

AI system assesses the verbal inquiry from the caller and directs the call to the right agent the first time.​

Inizio Engage partnered to design “Virtual Agent” by identifying common key words heard in current out of scope inquiries. ​

Inizio Engage leveraged internal Patient Support and Assistance Program resources to seamlessly direct calls from the MI Virtual Agent to their contact centers in Five9.​

The Results​

• ​25% calls redirected by Virtual Agent to contact centers outside of MI equating to cost containment of ~$3M​
• Calls requiring manual intervention/triage less than 15% ​
• Total 50% reduction in manual triage ​
• Medical Information Specialists focusing on high value activities addressing true MI inquiries, creating greater customer experience, patient centricity and insights​