Emory Healthcare and University Hospitals Arm Call Center Agents with Call Intelligence to Better Serve Patients

Despite digital marketers’ best efforts to drive patients online to book appointments, most of us still choose to pick up the phone and speak to a human being. Can AI help to make the call a better experience for both sides?

// By Jane Weber Brubaker //

Online appointment booking is a major priority for healthcare organizations, and for good reason. From a consumer experience point of view, moving toward digital self-service is going in the right direction. Digital experience in healthcare should live up to experiences consumers expect everywhere else online.

But the truth is, most patients still make appointments by phone. “As we think about the digital-to-phone patient journey, 90 percent of healthcare appointments are scheduled by phone,” says Lyndey Brock, director of account management at Invoca.

Brock moderated a recent eHealthcare Strategy & Trends webinar, with Allyzon Zahorcak, director of performance marketing at Emory Healthcare, and Noah Brooks, manager of analytics and strategy at University Hospitals.

Allyzon Zahorcak, director of performance marketing, Emory Healthcare; Noah Brooks, manager of analytics and strategy, University Hospitals; Lyndey Brock, director of account management, Invoca

University Hospitals implemented Invoca’s call intelligence solution eight years ago, while Emory is a comparatively new user. Here, we share highlights of their journeys toward call center optimization and how call intelligence enhances patient experience, which in turn drives better business results.

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