Enhancing Healthcare Support Operations with CCAI Insights and GenAI QA Automation
Life Sciences HealthcareBusiness Impacts
~97%
Speech-to-Text Accuracy
~92%
Sensitive Information Redaction Accuracy
75%
Topic Accuracy along 36 topics identified
Customer Key Facts
- Country : United States
- Industry : Healthcare and Life Sciences
- Website : www.electroniccaregiver.com
CCAI Insights and QA Automation using Gen AI
Electronic Caregiver® is a leading innovator in advanced TeleCare services, dedicated to enhancing treatment adherence, improving health outcomes, and extending functional longevity.
Electronic Caregiver aimed to automate their contact center by analyzing key performance metrics, including key drivers, end-user sentiment, and top support topics. They also sought to implement Automated Quality Assurance (AQA) for enrollment calls to new members and care outreach calls to existing members using a generative AI solution.
Challenges
- Difficulty in optimizing and automating contact center capabilities due to a lack of tools to generate critical business KPIs, identify reasons behind customer queries, analyze sentiment, and extract actionable insights from call recordings
- Limited quality assurance automation, leading to high QA costs and hindering progress
- The scope of process enhancement for the generation of critical KPIs and automation of QA processes hindered Electronic Caregiver’s ability to efficiently manage and improve customer interactions.
Technologies Used
Cloud Speech-to-Text
CCAI Insights
BigQuery
Cloud Run
Cloud Storage
Vertex AI
Cloud Build
Solution
Quantiphi developed a virtual agent to handle a broader range of customer queries, thereby reducing call deflection.
We optimized and developed additional business use cases for Electronic Caregiver, expanding their operational capabilities.
Next, we automated the quality assurance process for enrollment calls to new members and care outreach calls to existing members using a generative AI-based solution. This solution identified ideal responses for successfully converting enrollment and care outreach calls.
Results
Quantiphi helped reduce quality assurance costs and improve resource utilization. This optimization enhanced efficiency and streamlined operations for Electronic Caregiver.
"As we embarked on our transformative journey of integrating machine intelligence into our contact center, we at ECG focused on three key factors: a commitment to responsible AI use through our RAISE (Responsible AI Serves Everyone) stance, understanding the impact on time, scale, and cost for all involved, and ensuring human oversight in our field of digital and extra-clinical health support. Quantiphi’s willingness to listen and engage with us in these crucial areas made them the perfect partner for this endeavor. Since partnering with Quantiphi, we have seen remarkable progress and success, and we couldn’t be more pleased with our decision."
Dr. David Keeley, Chief Technology Officer, Electronic Caregiver®
