Kore.ai Case Studies World’s leading healthcare innovation company enhances user experience using the Kore.ai Bots Platform

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	World’s leading healthcare innovation company enhances user experience using the Kore.ai Bots Platform Kore.ai

World’s leading healthcare innovation company enhances user experience using the Kore.ai Bots Platform

Kore.ai

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Use Cases	Chatbots
Services	System Integration
Challenge	The healthcare company was facing multiple challenges in addressing queries made by customers and the agents. They were looking for a bots platform that could build a bot which can provide solutions to address issues like improving agent productivity by assisting them to procure data from multiple discrete systems and reduce wastage of time, automating agent management to enable them to get round the clock feedback about their sales order in real time, enhancing customer experience and resolving customer queries in real time, and ensuring easy access to a single web page in their third-party systems. Read More
About Customer	The company is a leading and innovative healthcare provider, powering modern healthcare services across 150 countries. They have revolutionized healthcare for more than 100,00 physicians, medical practitioners, and other healthcare facilities including 125 million individual customers. The company holds the reputation of building the world’s largest healthcare database with vast expertise in improving healthcare delivery, quality, and efficiency. The company provides services in the area of Data and analytics, Healthcare delivery, Healthcare operations, Pharmacy care services, Population health management, and Advisory services. Read More
Solution	In the first phase, the client built two agent bots using the Kore.ai bots platform. The Behavioral Health (BH) bot was built to address queries related to behavioral health, while the Benefits and Eligibility (BNE) bot was built to address the queries related to medical benefits and insurance eligibilities. The bots were custom made to instantly resolve issues and help agents serve the customers better and faster. Even with the adoption of the two bots, fetching real-time data from different backend systems was difficult for the company. It took a lot of time to get information and process them and cater to a large pool of customers at a time. With enhanced support from the product team at Kore.ai and the need to make it more user-friendly, BNE and BH Bot were merged into one single bot. This bot called AIDA, acted as a one-stop shop for all kinds of queries that need to be addressed by the agents. This single unified bot had the capability of fetching data in real-time from multiple backend systems and deliver the services to the agents. The bot simplified the work to a large extent for the agents. It helped save time, reduce errors, and make the agent service more efficient. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Use Cases

Chatbots

Services

System Integration

Challenge

The healthcare company was facing multiple challenges in addressing queries made by customers and the agents. They were looking for a bots platform that could build a bot which can provide solutions to address issues like improving agent productivity by assisting them to procure data from multiple discrete systems and reduce wastage of time, automating agent management to enable them to get round the clock feedback about their sales order in real time, enhancing customer experience and resolving customer queries in real time, and ensuring easy access to a single web page in their third-party systems.

About Customer

The company is a leading and innovative healthcare provider, powering modern healthcare services across 150 countries. They have revolutionized healthcare for more than 100,00 physicians, medical practitioners, and other healthcare facilities including 125 million individual customers. The company holds the reputation of building the world’s largest healthcare database with vast expertise in improving healthcare delivery, quality, and efficiency. The company provides services in the area of Data and analytics, Healthcare delivery, Healthcare operations, Pharmacy care services, Population health management, and Advisory services.

Solution

In the first phase, the client built two agent bots using the Kore.ai bots platform. The Behavioral Health (BH) bot was built to address queries related to behavioral health, while the Benefits and Eligibility (BNE) bot was built to address the queries related to medical benefits and insurance eligibilities. The bots were custom made to instantly resolve issues and help agents serve the customers better and faster. Even with the adoption of the two bots, fetching real-time data from different backend systems was difficult for the company. It took a lot of time to get information and process them and cater to a large pool of customers at a time. With enhanced support from the product team at Kore.ai and the need to make it more user-friendly, BNE and BH Bot were merged into one single bot. This bot called AIDA, acted as a one-stop shop for all kinds of queries that need to be addressed by the agents. This single unified bot had the capability of fetching data in real-time from multiple backend systems and deliver the services to the agents. The bot simplified the work to a large extent for the agents. It helped save time, reduce errors, and make the agent service more efficient.

Impact #1	Time spent by agents in multiple systems has reduced drastically with the help of one unified bot.
Impact #2	The bot, well equipped to fetch data from EDI and IBAAG systems have eliminated the need to surf data from multiple backend systems and provide all the information that was needed.
Impact #3	With the implementation of the bots platform, agents can now use the bots anywhere and anytime, enhancing customer experience.

Impact #1

Time spent by agents in multiple systems has reduced drastically with the help of one unified bot.

Impact #2

The bot, well equipped to fetch data from EDI and IBAAG systems have eliminated the need to surf data from multiple backend systems and provide all the information that was needed.

Impact #3

With the implementation of the bots platform, agents can now use the bots anywhere and anytime, enhancing customer experience.

Benefit #1	Significant reduction in operational cost
Benefit #2	Significant reduction in time to market

Benefit #1

Significant reduction in operational cost

Benefit #2

Significant reduction in time to market

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Overview

World’s leading healthcare innovation company enhances user experience using the Kore.ai Bots Platform

Operational Impact

Quantitative Benefit