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®