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Houston Methodist Implements Syllable's AI Voice Solution Technology to Enhance Patient Experience by Reducing Call Volu #contactcenterworld The latest Syllable voice assistant technology helps manage inbound patient call volume related to the COVID-19 vaccine, which was recently given emergency use authorization by the FDA. By reducing the burden on the call center and helping patients navigate preliminary questions related to the vaccination process, Syllable's COVID-19 vaccination command center provides callers with actionable information and self-service work flows related to their vaccine related questions. In March, Houston Methodist worked with Syllable to shift messaging to address the influx of patient inquiries related to COVID-19 testing and scheduling appointments. Through use of its website chatbot, Syllable and Houston Methodist were able to immediately address patients, triaging eligible candidates for plasma donation. In July, Syllable deployed an automated voice solution for employees to use prior to coming onsite to improve employee safety and help reduce the spread of COVID-19. Clinicians and staff with potential exposure or COVID-19 symptoms could call in to the automated system to obtain more information or schedule COVID-19 testing as needed. The two organizations are currently expanding their relationship with additional projects for 2021 including IT Help Desk support for the hospital and intelligent automation for the main call center. "Syllable is honored to partner with such a forward thinking and innovative organization," said Adam R. Silverman MD, Chief Medical Officer at Syllable. "Houston-Methodist's leadership understands the challenges patients face and are actively working to remove barriers to care through the intelligent application of technology. Together we are creating the shortest distance between the patient and the care the patient needs." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, December 30, 2020 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |