Home Insights Using Virtual Agents to Create High-Touch Customer Service for Health Plans
Using Virtual Agents to Create High-Touch Customer Service for Health Plans

Using Virtual Agents to Create High-Touch Customer Service for Health Plans

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There will always be a need for premium live operator customer service, however the future of the contact center lies largely in eliminating the traditional contact center. While customer self-service rates have been abysmally low in healthcare, recent advancements in intelligent assistants and robotic automation are beginning to show great promise for healthcare customer service. Providers need to be thinking about the next generation of customer service for health plans, in which artificially intelligent (virtual) assistants handle routine calls and live, expert agents handle the difficult calls.  The savings potential is significant.

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