Genesys Delivers AI-Powered Self-Service Capabilities to 34 Million Healthcare Customers

Agents are also feeling the benefit of the company’s “contact center transformation”

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Published: October 16, 2024

Rhys Fisher

Genesys has confirmed that a prominent healthcare organization is using the company’s Cloud platform to improve support for its 34 million members.

Modivcare – a specialist in non-emergency medical transportation (NEMT), monitoring, and personal in-home care – leverages Genesys’ AI-powered orchestration capabilities to boost self-service as part of the healthcare provider’s “digital-first strategy.”

In practical terms, Modivcare deploys a selection of voicebots and chatbots integrated with web messaging to help resolve medical transportation queries.

Members can also use chatbots to handle tasks like scheduling transportation, managing reservations, requesting ride assistance, and mileage reimbursements.

With 63% of members already using chatbots for routine support, the healthcare provider believes that the addition of Genesys’ tools has enabled its staff to focus on more complex interactions and escalations.

Heath Sampson, President and CEO of Modivcare, explained how the collaboration with Genesys is a real “difference-maker” for the company’s members:

“We’re one of the first NEMT companies to leverage AI plus real-time data capabilities and analytics to ensure data security and quality performance at scale.

This is a difference-maker for our members, granting them access to care at the level that best serves them.

But it isn’t just the members who are benefiting from the new solutions.

Transforming the Contact Center

Away from the fresh self-service features, the partnership has also led to significant improvements for Modivcare’s 2,600 contact center agents.

Genesys Cloud has helped to “modernize” the company’s workforce engagement management (WEM) solution by equipping agents with advanced quality management, improved speech and text analytics capabilities, and superior gamification features.

Since the changes, the number of IT tickets attributed to WEM has dropped by 50 percent.

The “contact centre transformation” has also yielded a number of other notable wins, including a 31% reduction in average speed of answer and abandonment rates, and 86 percent increase in employee retention, and an estimated $17 million in cost savings.

In addition, Modivcare claims that the improvements are enhancing front-line services like scheduling member transportation, as well as helping to better equip employees to prevent late arrivals and reduce fraudulent claims, waste, and abuse in the healthcare sector.

For Sampson, the changes throughout the contact center have enabled Modivcare to provide a more efficient and personalized level of care and service.

“With Genesys, we’ve elevated our ability to deliver connected and personalized experiences that scale empathy for our members,” she explains.

By focusing on innovation and modernizing our systems, our teammates are working more efficiently to provide the human element where it matters most.

More News from Genesys

Last week, Genesys confirmed that it had helped Vodafone Idea enter the CCaaS market.

The collaboration concerns Vodafone’s enterprise division, Vi Business, and aims to deliver improved contact center solutions by enhancing cloud and telecom services to customers throughout India.

The new CCaaS platform also offers businesses a unified omnichannel customer experience.

Elsewhere, during last month’s Dreamforce 2024 event, Genesys and Salesforce unveiled the next generation of the CX Cloud.

Previously, Genesys’ contact center, voice, journey orchestration, and workforce engagement management (WEM) solutions were integrated only with Salesforce’s Service Cloud.

With the new update, these solutions will now also be available on Salesforce’s Sales, Health, and Financial Services Cloud platforms.

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