Televox Enhances Patient Care with Agent Chat
Summary
Agent Chat is part of the ongoing effort at Televox to leverage automation and AI to improve operational efficiency as well as patient experiences. The other side of that equation is patients want to ask questions of their providers, but historically the only option was to make a phone call.” On purpose, Agent Chat is not completely self-serve. There are self-serve elements where the AI and automation can provide answers to simple questions (like what time visiting hours are), but routing the chat to the right agent or nurse is equally important. “Based on screening questions, the patient may be routed to a call center agent who is working the chat queues who can help book an appointment,” explained Verma. According to Verma the company’s goal is to create a more efficient, patient-centered healthcare system where technology enhances both the experience and the outcomes of care.
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