Call center representatives in the medical industry have a crucial role to play. Not only must they solve the caller's issue, but they must do so while conveying empathy, assertiveness, and confidence to the person on the line using only their voice. But to do all of this effectively, they must be armed with the information they need, and must be able to easily and intuitively access it while helping patients obtain a resolution to their problem. Furthermore, they must be able to add new information based on their interaction quickly and efficiently, so if the call breaks or the patient needs to call again, their information is updated and readily available within the system.
Watch this case study to learn how Providence St. Joseph Health has solved all of these challenges by employing Microsoft Dynamics 365 to provide their Patient Engagement Center Liaisons with a holistic view of patients and their needs.
Many employees aren't equipped to evaluate or question the outputs they receive from AI. This article from MIT Sloan explains the risk of "rubber-stamping" AI outputs without understanding the rationale behind them, and outlines strategies for building explainability into workplace systems. Read the article to learn how your organization can build a culture that embraces AI without surrendering critical thinking. For guidance on making AI a trusted tool, contact Metisc. Read More...
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