Empower agents to deliver a patient-first experience with better conversations

Leverage real-time monitoring and guidance to reduce hold times, improve first-call resolution, and shorten sales cycles. Eliminate potential violations and escalations with auto-generated prompts. Ensure a friendly and efficient patient experience–ensure agents respond with empathy while handling critical conversations.

Complexity of healthtech products, policies, and procedures often leads to a poor customer experience, compounded by the challenge both new and seasoned agents face in answering time-sensitive queries. Convin helps agents discover issues–and uses Automated QA to evaluate agent performance and highlight improvement areas. Offer agents automated AI feedback and Lead score to encourage proactive behavior.

Customer complaints and issues frequently occur in healthcare. Hold time and response time are impacted, leaving the customer hanging with poor or no problem resolution. Analyzing conversation behavior and implementing the right words and actions during such situations can calm the customer. Replicating empathetic behavior and phrases can have a better effect on customers and patients.

Poor customer experience has a direct relationship with undervalued agents and increasing agent turnover. Coaching is a preferred tool to make agents feel valued by investing in their career progress. Apart from retention, coaching and nurturing incumbent agents reduces call center costs.

Patients and families desire personalized attention and interaction. Agents can’t meet the demand without access to the right data. Streamlining data helps agents personalize conversations with data-driven insights that focus on delivering empathetic patient experiences. Conversation intelligence highlights key discussion moments and organizes unstructured complaints or queries into transcriptions.