Leading Healthcare Platform Improves Service Call Quality with Convin
Enhance Customer Experience with AI-Driven Insights.
- 53% Faster manual auditing
- 19% Higher disposition accuracy
- 14.92% Increase in service call quality
About the Healthcare Provider
A leading digital healthcare platform serving millions, offering teleconsultations, appointment scheduling, lab coordination, and hospitalization assistance. Focused on enhancing accessibility, the company integrates AI technology to optimize patient interactions and service quality.
Challenges
- Scattered Data & Poor Visibility
Agents lacked centralized insights, making performance tracking difficult. - Manual & Time-Consuming Audits
Heavy reliance on manual call audits leads to compliance gaps. - Inconsistent QA Across Teams
No standardized framework, leading to unpredictable service quality. - Inaccurate Call Categorization & Auditing
Customer concerns took longer to identify and resolve.
Convin's Solution
- AI-Driven Insights
Unified dashboard for performance tracking, compliance monitoring, and sentiment analysis. - AI-Powered Auditing
Automated QA reduced audit time by 53%, improving compliance adherence. - Standardized AI-Based QA
Uniform quality checks enhanced service consistency across teams. - Smart Call Disposition
19% improvement in disposition accuracy, leading to faster issue resolution.
Business Impact
Operational Efficiency Gains:
- 53% decrease in manual auditing time, improving compliance monitoring.
- 19% higher disposition accuracy, ensuring proper categorization and faster resolutions.
Service Quality & Compliance Improvements:
- 14.92% increase in overall service call quality.
What Next?
Building on its success, the healthcare provider is expanding Convin’s AI Phone Calls to automate routine queries, reduce call volumes, and cut operational costs while improving efficiency.
Industry
Healthcare Services
Use Case
Service Quality Optimization
Team Size
180+ Inside Sales Agents
Solution
Post Conversation Suite
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