BJC Healthcare uses conversation intelligence to identify gaps in the customer experience. Insights from Invoca uncovered common questions callers were asking that the chatbots were not able to address. They were then able to give their chatbots the answers to these questions so that customers didn’t have to make unnecessary calls if they preferred to schedule an appointment online. This freed up their contact center phone lines and allowed agents to focus on having more meaningful conversations with patients.
Read more about BJC's conversation intelligence strategy here!
