In today's fast-paced world, the efficiency and effectiveness of contact centers are paramount, especially in fields like medical communication where accuracy and timeliness can directly impact patient care. As such, the integration of cutting-edge technologies becomes imperative to streamline operations and enhance customer satisfaction. In this article, we delve into the transformative effects of introducing a Natural Language Processing (NLP) - based search system in a global medical information contact center.
Objective
The primary objective of this study is to provide an objective assessment of the impact of implementing an NLP-powered search tool in the day-to-day operations of a Global Medical Information Contact Center.
Method
The study commenced its data collection in September 2021, prior to the launch of the NLP search tool, and continued through December 2021, encompassing support chat reviews. A dedicated team of four agents undertook daily categorization, review, and Tier 2 escalation counts. Additionally, CRM data extraction facilitated the monitoring of monthly case volumes.
Results
The NLP search tool was launched on October 12th, 2021, incorporating 206 content pieces related to contact center processes and documentation best practices. Data collected between November 15th, 2021, and January 16th, 2022, revealed 4643 sessions and 6351 questions entered by agents, averaging 101 questions per day. Feedback analysis showed a 63.8% positive rating and a 36.2% negative rating, with 42% of negative ratings deemed actionable.
Continual review and refinement led to the implementation of 18 new content pieces, updates to 12 pieces, improvements to 12 pieces, and suspension of 2 pieces. Over four months, there was a notable 64% decrease in Tier 2 escalations per day following the introduction of the NLP search.
Conclusion
The findings underscore the critical need for rapid and precise information access in contact center settings. The willingness of professionals to embrace innovative solutions such as NLP-based searches highlight the potential for significant operational enhancements. Notably, the integration of NLP-based search tools not only accelerates customer request handling and documentation but also optimizes time management for Tier 2 managers, ensuring higher consistency and efficiency in operations.
Furthermore, the availability of a centralized knowledge hub supported by NLP facilitates streamlined training and coaching processes, driving continuous improvement. Ultimately, the data unequivocally demonstrates that implementing NLP-based search solutions translates to tangible efficiency gains, positioning contact centers to meet evolving demands effectively.
In conclusion, the adoption of NLP-based search tools represents a pivotal step towards augmenting the capabilities of contact centers, enhancing both customer experience and operational performance. As technology continues to evolve, leveraging such innovations becomes imperative for organizations committed to staying at the forefront of excellence in medical communication and beyond.
Learn more about leveraging technology to create interactive experiences that empower patients at Alphanumeric.com.