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Hospital Turns to AI for Call Center Management
The new year is expected to be an improvement from the disastrous 2020 pandemic, but the coronavirus is still causing significant concerns, especially within the health industry. Hospital staff have been stretched to their limits, and health officials are turning to artificial intelligence to assist with some of the slack.
Syllable, which specializes in call center automation technology for integrated delivery networks and hospitals, recently announced a partnership with Houston Methodist to help manage call volume for the new COVID19 vaccination requests. Due to the obvious high demand for the treatment, call centers have been completely overwhelmed, and hospital networks are fighting to ensure all of these critically important calls are properly managed. By implementing Syllable’s COVID-19 Command Center, call centers can have automation handle preliminary questions with improved customer experience.
"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."
Back in March, Houston Methodist worked with Syllable to assist with the massive flood of patient inquiries related to COVID-19 testing and scheduling appointments. The hospital received an even greater number of callers and web traffic when it was named he first academic medical center in the U.S. to transfuse donated plasma from recovered COVID-19 patients to critically ill patients. The rate of automated calls averaged around 87% during the first six months.
"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."
Edited by Maurice Nagle
