Healthcare Products and Services Provider Makes it Easier for Patients to Submit Test Results

Home healthcare products and services provider implemented an IVR based solution for test results

A large North American provider of home health care services and products wanted to find a way to make it easier for elderly patients to submit their weekly blood clotting test results. Patient and home health care callers were having difficulty keying in patient identification information using the existing touchtone application and experiencing lengthy wait times while waiting for the connection to customer support staff for assistance.

LumenVox Speech Recognition and Text-to-Speech utilized to reduce call waiting and live agent handling times.

ConvergeOne and INI were given a very short timetable to implement the new speech-enabled IVR solution. The project kicked off in January and was fully implemented in April. The home health care products and services provider determined that the new solution must include the ability for callers to create a unique PIN, re-order home health supplies and provide insurance verification without talking to a live agent. The test results had to be updated weekly for each patient in a backend database to enable accurate patient history.

To fulfill all of the requirements, LumenVox partners ConvergeOne and Interactive Northwest (INI) implemented LumenVox Speech Recognition (ASR) and LumenVox Text-to- Speech (TTS) on the Avaya Aura® Experience Portal (AAEP) interactive voice response (IVR) platform. Payback on the investment was achieved in 6 months by the medical services provider, resulting in cost reduction from the reduced call waiting and live agent handling times. The customer has reported an increase in customer satisfaction metrics for patients and home health care workers utilizing the system.