When thinking about the traditional service desk model, we imagine an office full of agents fielding incoming calls and re-directing users accordingly. As service desk needs have evolved over the years, we’ve found ways to improve key performance indicators such as speed to answer, first call resolution, and in turn, improved client, and patient experiences. However, these metrics are not finite indicators of IT department success. This is where we are embedding Artificial Intelligence and its capabilities to build efficient, ROI-producing healthcare IT processes and solutions.
According to a recent study by McKinsey and Company, 6 out of 10 current occupations have more than 30% of activities that are technically automatable. As a managed service provider, our healthcare partners count on us to deliver relevant, reliable, and cutting-edge solutions to their day-to-day problems. To continue to provide our customers with the best call-resolution experience, we’ve turned to AI to help accompany and empower our agents.
Here are 3 ways in which we optimize AI within our service desk solutions:
Improved Call Routing
The less time your end users or patients are on hold, the better. While we have dedicated agents for each service desk solution, it isn’t uncommon to experience high caller volumes. To help our agents, we’ve implemented contact center software with intelligent call-routing systems. This software analyzes customer personality models, call history, and other behavioral data to help predict what questions or concerns may arise.
This software also empowers agents based on their strengths, routing calls to the best-equipped agents to resolve specific requests.
Call Analytics & Customer Behavior
To drive satisfactory service desk results, we rely on our agents to take exceptional notes and engage with the user on the other end, human-to-human. Our agents act as a direct line (no pun intended) to our customers and their satisfaction with the services we provide. As users contact our service desk teams, it is important that we pick up on the sentiments of each customer, common themes and behaviors, and even the effectiveness of our agents in solving requests.
In order to keep a comprehensive eye on our service desk delivery, we have implemented AI assist features that allow our teams to analytics in real-time, such as transcriptions, sentiments, and length of the call, as well as the agent assigned to each call. Our service desk leaders use this information in various ways, but most importantly, they use this data to stay ahead of disruptions and escalations.
Self Service Options
As mentioned before, customer behavior has continued to evolve, meaning that calling a traditional service desk isn’t always an end user’s first action. Many websites and patient portals now offer a chatbot to assist with troubleshooting, utilizing AI to respond to end-user questions in real-time or re-routing to a human agent.
Providing self-service options is a priority for our customers, allowing them to have easier access to resolution for simple tasks. AI can’t replace everything our agents do, but it can greatly improve the chances of a quicker resolution.
From making agents more efficient to constantly improving our quality of delivery for our customers, innovation is a core value that we exercise daily within our service lines. To learn more about our service desk solutions and how we can keep your mission moving forward, visit our service desk solutions page.