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 Approach
- AI-Powered Call Routing: Real-time matching of patients to available agents based on skills, sentiment, and urgency.
- Live Sentiment Analysis: AI tools monitored caller sentiment to support improved first-call resolution.
- Real-Time System Integration: Automated access to health records and contextual data improved engagement quality.
- Scenario-Based Sourcing Strategy: Evaluated technology and service delivery options, resulting in a tech-enabled, nearshore solution to improve capacity and performance.
Key Outcomes
Scalable AI-Driven Capacity
Improved Patient Experience
Real-time system integration and AI-based routing enhanced service personalization and responsiveness.
Higher First-Call Resolution
Sentiment analysis enabled agents to resolve issues faster and more effectively.
Projected up to $5M in Savings Over 5 Years
Despite a 33% increase in agent capacity, the optimized delivery model resulted in long-term cost savings through efficiency and innovation.
