AI-Powered Call Routing: 50% Triage Reduction, ~$3M Savings, Enhanced Customer Experience
Less than 1 min read
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).
Our Solution
AI system assesses the verbal inquiry from the caller and directs the call to the right agent the first time.
Inizio partnered to design Virtual Agent by identifying common key words heard in current out of scope inquiries.
Inizio leveraged internal Patient Support and Assistance Program resources to seamlessly direct calls from the MI Virtual Agent to their contact centers.
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
