A leading US-managed health organization which offers traditional and consumer-directed healthcare insurance plans and related services such as medical, pharmaceutical, dental, behavioral health, long-term care and disability plans has embarked on a journey to provide a better experience to their members and their customer service representatives (CSRs) by creating a strategic omni-channel customer service platform.
This technology modernization transforms existing legacy contact center infrastructure to Salesforce Service Cloud, and helps in the redesigning of robotic intelligent platform using IVR – voice bot and chatbot, data analytics of call data and sentiment analysis. Infosys is a major partner in this continuous innovation and transformation across the customer’s healthcare lines of businesses.
Key Challenges
The health organization wanted their CSRs to leverage modern technology which offers key differentiators, improved operational efficiencies, mitigated business continuity risks and faster speed to market.
- Complex, disparate legacy applications/products with little or no documentation made it harder to discover and assess the landscape for transformation
- Technology modernization with multiple vendors and service providers added additional complexity to manage the coordination
- Aggressive timelines for transformation
Ready to experience?
TALK TO EXPERTS
The Solution
Solution Approach and Implementation
The new platform was developed using Salesforce Service Cloud and improved the existing robotic intelligent platform using IVR. This platform provides contact centers to retrieve customer information from several other systems within a single source.
Key features include Intelligent Virtual Assistant using voice bot and chatbot features, member voice authentication, Cisco omni-channel (migration from Avaya to Cisco), secure messaging, data analytics of call data and sentiment analysis.
With the introduction of automated customer support into the customer experience, IVR serves as a bridge between the member's initial call and new robotic intelligent platform functionalities.
KPI / Focused Metrics
- 85% workload for CSRs moved and fraud calls decreased
- 100% member validations using automation
- 30-35% cost reduction in monthly infra spend
- 0 defect during migration
- 0% business disruption
Benefits
Improved CSR and member experience and satisfaction
Enabled greater self-service options and improved voice bot capabilities
Legitimate calls to self-service menus, chatbots, or agents
Reduced opt outs to CSR as the request are handled by voice bot first and are routed to CSR for further queries
Conversational IVR provides an easier path for members to obtain plan/product information
Increased self-service closures through the conversational IVR and a reduction in incoming call volume over time
Decrease in live agent calls
Increased data security
