Case Study: How a hospital helped agents
answer billing questions with search
The Challenge: Help Agents Easily Find Answers to Patient Questions
The information that the agents needed was stored within multiple, large repositories, while the agents relied on thin clients (lightweight computers with no hard drive) that lacked the processing power to search at scale.
Call center management considered upgrading the team’s computers, but it was an expensive solution. They spoke to multiple vendors and were unable to find a technical solution that met their needs.
The Results: Powerful Search that Works on Lightweight Computers
The hospital’s call center agents now use N7 Intelligent Search to find answers to patient questions and perform sophisticated searches with their existing hardware.
The hospital is able to see all of the search queries, including searches with no results. This helps identify gaps in knowledge that they use to proactively create content that answers common questions.
About N7 Intelligent Search
AI-powered search helps customers, agents, and technicians find the most relevant information and improve key service metrics, including:
- Call deflection
- First time resolutions
- Reduced call handle time
Ready to learn more about AI for service?
Contact us for a free consultation, see a demo of Neuron7, and apply for the AI Quick Start program.