Virtual Assistant Provides Answers 24-7

Estimated reading time: Less than a minute

The Challenge

Digitally transform a Global Response Center that would grant patients access to fully-compliant, structured information 24/7/365. The streamlined solution needed to… standardize repetitive requests, drive transactions to a self-service model, and allow agents to turn their attention to higher-value initiatives.

The Solution

An omnichannel, AI-packed solution to meet our client’s needs.

Accurate Results

  • Natural language processing (NLP) in 38 languages
  • Understands complex dialogs and conversational intent
  • Lexicon packed with everyday language & life science language!

Fully Compliant

  • Compliance and regulatory committee involved from the start
  • Screening for adverse events
  • Frees up agents to focus on higher value initiatives

Streamline Operations

  • Constantly adapts its knowledge base
  • Ability to transfer to live agent
  • Transforms patient experience

 

The Results

ALPH-Icons-Success-Story-Questions-1

4,000+ questions answered

ALPH-Icons-Success-Story-Deflection-Rate-1

Average deflection rate 71%

 
ALPH-Icons-Success-Story-Accuracy-Percentage-1

Average accuracy rate 86%

“Contact centers are at a disadvantage without AI to streamline operations. With Alphanumeric’s solution, we can standardize answers to questions we get frequently and free up our agents to focus on other work.”

Vincent Atalese, Operations Manager

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