Predict caller intent, increase call center productivity

When a patient calls in, you can also deduce the intent of the patient’s call. Here’s how to predict caller intent and increase call center productivity.

Categorized as Technology Tagged

Here’s how you can service your customer better, cheaper, faster by predicting why and who is contacting you.

Your customers contact you via the phone, text messaging, email, web contact us forms, and probably even social media. Each time a customer contacts you, they (and you) have to go through the same, time consuming steps – customer identification, verification, and understanding the reason of the customer contacting you.

The problem

Only after these steps are completed, you can then service the customer. Whether you service your customers via some automated way or offer live assistance, the faster you can figure out ”who” and ”why” – the less expensive that support session is for you.

In addition to that, the faster you service your customer, the happier they are.

The longer the customer spends on the phone, the more you pay in telephony charges. The longer the customer spends being serviced by a human being, the more labor costs you incur.

Predict caller intent – the solution

You might already have a phone tree set up with a whole array of menu options. So does your competitor.

However, with EZHCRM, you can leverage natural language processing technologies and allow your customers to describe who they are and why they are contacting you in just a few words.

When someone calls into your callcenter, you can also deduce the intent of their call.

Usually your customers are calling you because they have some kind of an ongoing relationship with you. This could be an existing order, an existing appointment, or something else.

Example usage in healthcare

In Healthcare, as an example, a patient might be calling to find out more about their appointment or to make changes to their appointments.

When the patient calls, your IVR system that’s running on EZHCRM can very easily look up the patient that’s calling. Not only can it identify the patient that’s calling, it can also identify more information about the patient / caller.

Based on the caller’s upcoming appointments, we can determine the intent of the caller and offer them options to confirm their appointment, learn about their appointment, reschedule their appointment etc or speak to an agent to cancel their appointment. 

What’s more? Better customer experience

We can also check the status of their patient / customer intake (how much they have completed) and have them finish the rest of intake steps.

You could offer them incentives, or wish them holiday greetings. There are no limits to what you can achieve in personalizing your customer’s / patient’s experience.

Think about it.

If your IVR is already predicting what the caller might be calling about and offering solutions to the caller / patient, it’s reducing the time the caller spends on choosing various options in your IVR, thereby reducing the minutes you pay for .. more you save.

And better customer service/ patient experience!