Case Study: AI-Enabled Contact Center Transformation in Healthcare
Overview
Avasant supported a major U.S. healthcare organization in transforming its contact center operations to handle significantly increased patient interaction volumes, driven by shifts in consumer behavior during and after the pandemic.
Challenge
The healthcare provider faced a 90% surge in call volumes, outpacing its current capacity and legacy systems. Key performance metrics—such as speed of response, abandonment rate, and resolution time—fell below benchmarks. Additionally, the existing telephony infrastructure was reaching end-of-life, requiring a strategic upgrade aligned with modern patient engagement expectations.
AI-Driven Solution
Avasant conducted a comprehensive assessment across contact center functions, evaluating technology, operations, and workforce structure. AI and automation were at the heart of the transformation strategy, enabling smarter workflows and better patient outcomes:
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AI-Powered Call Routing: Real-time matching of patients to available agents based on skills, sentiment, and urgency.
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Live Sentiment Analysis: AI tools monitored caller sentiment to support improved first-call resolution.
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Real-Time System Integration: Automated access to health records and contextual data improved engagement quality.
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Scenario-Based Sourcing Strategy: Evaluated technology and service delivery options, resulting in a tech-enabled, nearshore solution to improve capacity and performance.
