Delivering High-Scale Conversational Precision in the Outbound Call Center

Healthcare companies spend a small fortune reaching out to patients to make sure they adhere to things like treatment plans and clinical trials. This is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted, redundant workflow. What happens when a chunk of these outbound calls are shifted to a conversational chatbot that uses text messaging to interact, remind, and collect feedback?

In this episode of Digital Conversations, Greg Kefer and Jacob Heitler talk about a different kind of call center — one that uses chatbots to engage patients in the medium they prefer — mobile texting. The combination of high scale and content precision is a win-win, driving call center efficiency, while simultaneously delivering a better patient experience.




About the Digital Conversations Podcast Series

Conversational technology and patient engagement are two technology trends sweeping through the three trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.

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