Intelligence and guidance for healthcare contact centers
Your call center is critical in maintaining your patients’ trust and ensuring they receive the care and support they need. Patients count on you for timely, personalized service, whether they are scheduling an appointment, filling a prescription, or looking for healthcare information. Set your agents up for success and deliver exceptional omnichannel service with Creovai’s real-time guidance and conversation intelligence software.
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Increase agent productivity with real-time guidance
Help your agents efficiently assist patients, stay in compliance with HIPAA and other regulations, and access the information they need from one simple interface.
- Guide agents through any scenario with dynamic workflows that advance as the conversation unfolds.
- Integrate Creovai with your healthcare CRM, knowledge base, and other data sources to deliver relevant information to your agents the moment they need it.
- Update workflows to meet your patients’ evolving needs. Creovai’s drag-and-drop editor makes it easy to add and edit workflows without IT support.
Simplify your most complex interactions with AI assistance
Reduce agent stress and deliver more successful call outcomes with an AI assistant that acts like an expert coach. Real-Time Agent Assist uses AI to understand patient intent, deliver relevant guidance to agents, automatically populate data fields, and generate call summaries—saving agents time and allowing them to focus on the patient.
- Improve your top KPIs, including first call resolution and average handle time, with intent-based checklists and keyword-triggered alerts.
- Empower agents to successfully resolve the most challenging issues, from billing disputes to medication or treatment-related queries, with real-time coaching prompts based on your historical conversation data.
- Reduce after-call work and increase documentation accuracy with automatic call summaries, data capture, and GenAI responses to questions about interactions.
Improve the patient experience with conversation insights
Understand what’s happening in all your contact center conversations so you can tailor your agent coaching, improve your real-time guidance, and optimize your omnichannel patient experience.
- Identify the causes of long handle times, repeat contacts, and other high-effort patient experiences so your contact center can make meaningful improvements.
- Get AI-powered predictive satisfaction scores to understand what’s driving positive and negative experiences with your contact center.Track chatbot performance and abandonment reasons to improve your self-service.
- View and share reports and dashboards that track patient and agent behaviors, call reasons, churn risk indicators, and other interaction events that matter to your organization.
- Automatically redact sensitive patient information in call transcripts.
Manage compliance while delivering high-quality service
Maintain your patients’ trust and deliver consistently excellent service. Automate your QA process, track agent performance at scale, and monitor compliance criteria for 100% of your interactions.
- Reduce manual QA time by 80% or more, giving your supervisors more time to focus on coaching agents and improving the patient experience.
- Use custom QA scores to monitor the criteria that matters most to your healthcare organization.
- Track agent language to ensure compliance with HIPAA, HITECH, and other industry regulations. Automatically trigger compliance breach notifications to the appropriate team so you can take immediate action and protect your patients’ privacy.
- Uncover agent performance insights to improve your real-time prompts and workflows, enabling all agents to operate at the level of top performers.
“A powerful platform with amazing potential. The insights you receive are incredible. Getting those immediate out-of-the-box insights helped our organization immediately begin utilizing Creovai to coach our associates with quick improvement.”
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Your patient data is safe with Creovai
You take every precaution to protect your patient data, and you need your vendors to do the same. At Creovai, we take the privacy of our customers’ data seriously and are continuously improving our security practices to stay ahead of emerging threats. We’re trusted by contact centers in highly regulated industries, including healthcare, insurance, and financial services.
Benefits of intelligence and guidance software in the healthcare industry
Meet the demands of high call volumes
When call volumes spike, your patients may wait on hold for longer and are more likely to hang up. In the healthcare industry, this isn’t just an issue of a poor customer experience—it can mean patients aren’t scheduling necessary follow-up appointments, requesting prescription refills, or getting answers to critical questions about at-home care.
Creovai’s real-time guidance software helps agents solve issues more efficiently and reduces after-call work, increasing their call handling capacity. Our conversation intelligence software helps you identify the causes of call spikes, allowing you to plan for increased staffing needs and identify opportunities to deflect certain calls to self-service channels.
Improve agent retention
With average agent turnover rates as high as 45%, it can feel like contact centers are stuck in a constant cycle of hiring and training. New agents must get up to speed quickly, and all agents must be prepared to handle calls involving health-related issues—adding pressure to the role and increasing the risk of burnout.
Creovai reduces agent stress by providing real-time guidance, giving agents the knowledge and resources they need to navigate challenging and potentially emotional interactions. Our conversation intelligence software uncovers agent coaching opportunities and potential signs of burnout, helping supervisors deliver personalized training and support. Together, our guidance and intelligence solutions help agents succeed in their roles, increasing their satisfaction and improving retention.
Increase patient satisfaction
Surveys show nearly half of all patients are dissatisfied with their healthcare contact center experiences. Dissatisfied patients are more likely to seek care elsewhere and vent their frustrations in online reviews, eroding trust with your healthcare organization.
Creovai Conversation Intelligence helps you identify the top causes of patient dissatisfaction so you can take action before it’s too late. Insights from Creovai enable you to identify and follow up with dissatisfied patients (even if they never submitted a survey), make operational improvements, and optimize your real-time scripts and workflows for a better patient experience.
Avoid compliance breaches
Healthcare call centers often handle sensitive patient data, including medical histories, treatment plans, and private personal information. It’s critical for agents to stay in compliance with HIPAA, HITECH, and other industry regulations, as violations can lead to data breaches, compromised patient trust, and costly fines.
Creovai provides real-time and post-call analysis to prevent healthcare compliance breaches. Our Agent Assist software can be configured to display dynamic compliance checklists and alert agents to potential compliance issues, allowing them to course-correct in the moment. Conversation Intelligence helps contact centers spot trends in agent behaviors, enabling supervisors to conduct targeted training or update their real-time guidance to prevent future compliance issues.
FAQs
Does Creovai maintain detailed logs of all interactions for auditing purposes?
Yes, our software securely stores calls and transcripts that can be used for audit trails.
How does Creovai analyze patient sentiment?
Creovai uses a proprietary AI model to provide predictive patient sentiment scores for every interaction based on patient utterances. Our sentiment analysis also detects and labels over 25 different emotions based on the language the patient uses, giving you a more nuanced understanding of the patient experience and helping you identify opportunities for improvement.
Can Creovai tailor live interactions based on patient history and preferences?
Agent Workflow allows you to integrate data from your CRM, and agents can directly input information (e.g., preferences the patient mentions) that triggers the next best action in the workflow. This allows agents to tailor interactions to patients in real time.
How does Creovai uncover patient satisfation insights?
Creovai uses CSATai, a proprietary AI model, to generate a predicted satisfaction score for every interaction based on what the customer or patient says. This gives you satisfaction insights for all patients, not just those who completed a survey, and helps you identify the specific factors impacting satisfaction so you can make improvements.
Does Creovai support multiple languages to cater to a diverse patient population?
Creovai offers support for over 20 different languages.
