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CX AI Assistant

How AI Assistants are transforming the healthcare industry?

Health intelligent virtual assistants or medical virtual assistants, as some are calling them, are the culmination of several AI technologies like machine learning, natural language processing, big data, and voice recognition, to name a few. While the healthcare industry is generally known for its sluggishness in adopting new technology, there’s no denying the interest in AI and the anxiety caused by the disruption that comes with it. AI and Medical Virtual Assistants (MVA’s) are expected to drive the next great wave of medical innovation, and it isn’t hard to see why, both from the perspective of a patient and doctors and healthcare staff.

Transforming the patient experience

Let us look at the general situation in the world today, with hospitals overrun with patients and most countries gearing up in anticipation of a 3rd wave of the pandemic. In addition to navigating through a slew of electronic health forms, records, and reports, patients are often still required to refer to indecipherable handwritten prescriptions and diagnosis reports. Then there’s the post-treatment experience which involves dealing with insurance policies, getting the proper post-op care, and most importantly, getting the correct answers to your questions.

This is where the AI-powered virtual assistants shine since they’re versatile enough to cover many roles ranging from a receptionist to a virtual nurse responding to simple medical queries. Like the AI virtual assistants that we’re seeing being adopted and integrated into almost every industry workflow across the enterprise, Healthcare virtual assistants are good at engaging patients and helping them better manage their healthcare. This includes making it faster and easier to schedule appointments, better access to healthcare and hospital triage, and most importantly, 24/7 virtual health assistance.

AI Assistants and mental health

In addition to being used for computerized infection detection, NLP-powered CDS (clinical decision support) is also used for diagnosis and symptom checking. Unlike the closed-loop chatbots of the past, modern Healthcare virtual assistants leverage AI and NLP to use unstructured data to provide valuable insight into the patient experience. This includes analyzing post-care survey feedback forms, online reviews, and social media posts about the patient experience.

These benchmarks could be in the form of a wellness or stress score that could be calculated based on several factors, including the unstructured data sources mentioned above and an analysis of the patient’s voice or speech pattern.

This is especially useful when dealing with patients who have special needs or requirements like those dealing with mental health or substance abuse issues, for example. Mainly because it can be challenging to pick up on clues pertaining to mental health, primarily solely from structured medical reports. In such cases, both NLP and ML are used to mine unstructured data to find insights into patients at higher risk. These insights could include everything from the anxiety levels in the patient’s voice to social status, food security, or even financial status. Healthcare AI assistants also provide meaningful guidance, including recommending sleep, cooldowns, exercise, and dietary suggestions.

Use cases in healthcare

The Healthcare Assistant provides healthcare professionals with a fully automated experience to address repetitive, time-consuming tasks. In the healthcare industry, patient care and Triage are important aspects wherein the application will provide accessible counseling round the clock and make sure their medical history is well maintained. Patients can now reach for assistance round the clock with the help of Virtual Health assistance. This means the application enables patients’ healthcare at hand reach. The application takes care of scheduling appointments to patient medical records. It also, at the same time, be ready to answer questions for patients 24/7 to billings & registrations. It helps complete an end-to-end cycle a patient has in times of need.

The virtual assistant not only caters to patients however builds a reliable technology-based infrastructure. The application will immensely reduce patient’s waiting time. It makes sure that patient history is error-free. Patients and healthcare professionals lose precious time and effort to maintain health records, registrations, and billing details. The applications cut short the time tremendously and make it easier for the patient. All in all, patient satisfaction level increases.

The future of AI Assistants in healthcare

When it comes down to the actual long-term potential of AI in healthcare, many people believe we haven’t even scratched the surface yet. The possibilities are endless, from counseling and handing out medical advice to gathering insights from unstructured data to robotic-assisted surgeries. Unlike human surgeons, robots are extremely precise and can work tirelessly around the clock with absolutely no room for error. Additionally, AI assistants can tirelessly post essential reminders to patients as well as queries to screen their behavior or health.

Interestingly enough, one of the first chatbots created in 1966 was a psychotherapist named ELIZA, which successfully simulates an actual therapy session with a human. Conversational AI has evolved leaps and bounds since 1966, and the current use cases are infinite, to say the least. While the significant driving factor is without a doubt the savings in cost and infrastructure, from a patient’s point of view, it’s all about using the technology to understand their conditions better and deal with their symptoms. This comes from gaining more knowledge and keeping a better track of their conditions through AI-powered virtual assistance.

In conclusion, AI and ML tools can revolutionize the healthcare industry, much like it currently impacts every sector across the enterprise. While this may have significant healthcare providers scrambling to get up to speed, it’s good news for patients and everyday users who will now be able to leverage the power of AI to improve health and help treat diseases.

 

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CX AI Assistant

Be available for your customers 24×7

Managing the customer queries – This seems easy, but is it?

Customers are the first and the center of the business. All enterprises small or big, are now taking the customer-centric approach. Incorporating steps to understand the customer, building strategies, and robust approach upon the understanding gained. Customer centricity is much as a strategy as a culture. Successful organizations with their focus on customers realize higher retention rates, more referrals, larger customer lifetime value, and ultimately greater revenue.

Businesses have now taken the global route. Customers are available around the globe in different time zones. Customer interactions have evolved from the contact form to phone calls and email to live chats. All these channels are proven to be a huge cost to the service providers majorly due to the dependency on human and associated labor costs. These mediums also stance a challenge to automation and analysis which is critical for the growth of any business.

As an integral part of businesses, organizations now are moving to provide fast and better customer services by automizing these human-controlled activities. The implementation of chatbots and virtual assistants have reinforced customer service. Artificial Intelligence advancements in these tools have thrived the entire process and also saved a huge cost. This intelligent and forever learning assistant powered with artificial intelligence simulates a natural conversation with the customer. It can be hard for the customers to differentiate if they are interacting with a human or any virtual agent.

Let us see how Turabit CX AI assistant can add value to customer service.

The Turabit CX AI Assistant is built with industry understanding and context-driven conversational resolutions for verticals across Logistics, Retail, Healthcare, Managed Service providers, Tourism, etc. With more than a million engagements with 150K users served, Turabit CX AI Assistant has successfully uplifted 88% in employee satisfaction score.

Customers expect support from the customer service and expect them to be empathetic – the ones who can resolve their queries. Turabit AI-enabled system will ensure that precise communication in the correct manner is served to the customers while predicting if their queries were resolved or not. This data can help businesses advance their support structure.

Turabit CX AI Assistant can automate fully or partially all the routine queries handled by human agents. This boosts the self-service levels of the business which is attractive for the customers and also results in cost-saving. the virtual and live agents work collaboratively so that the AI Assistant learns by itself and starts taking over the interactions.

In the golden age of AI, we have only scratched the top surface of its endless possibility. The expectation of the customers is increasing and to meet them, businesses have turned towards AI technology and its capabilities. With the integration of the AI assistants, Customer experience gets amplified and businesses can focus on more complex and critical human intelligent tasks.

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CX AI Assistant Uncategorized

How to support more customer without increasing Employee headcount

Every businesses aspire to have a loyal customer base since it is the benchmark of the success. Are you looking to create loyal customers, raving fans for your business?

I am sure you do.

A raving fan is the one that stays with you through thick and thin; which means they know your business, trust your product and most important have amazing customer service. There are substantial research and data available which clearly indicates that an average customer is ready to pay more for a particular product from a company that offers good customer service.

This begs the question of how the customer support system be improved without increasing support headcount and significant cost in this era where finding and retaining support employees becoming increasingly difficult.

We have earlier shared how the pandemic Covid-19 has pushed businesses irrespective of shape, size and nature to adopt an aggressive stance towards digital transformation across North America and Globally.

Automation consists of a major share of this digital transformation. The below chart indicates automation adoption in different departments.

For example, a company can save time to bid from three weeks to just two hours by automating the pre bidding processes. The shift from manual entries to predesigned proposal templates and populating them with ERP data resulted in higher customer satisfaction and an increase in significant savings.

Similarly, automating the customer service department can cut down cost and increase customer satisfaction significantly. Let us examine how.

How Ai assistant cuts down employment cost?

Chatbots can save up to 30% in customer support

Source: BI Intelligence, The Chatbots Explainer, 2016

The above figure clearly shows the potential savings of approximately $23 billion achieved in the US because of the immense capacity of chatbots to automate 30% of the tasks executed by customer service staff.

As is mentioned above that with AI powered chatbot with an embedded machine learning engine, the day-to-day repetitive mundane queries and concerns can be handled by the self-service chatbot.

This essentially means a large chunk of human resources gets freed from that desk who can subsequently be engaged for other higher-level business functions better critical for the success of your organization.

This is good enough reason for businesses to adopt AI CX smart assistants to cut down substantial labor costs. But if you might be wondering chatbots are not ready as they are not giving human touch, check out below.

How chatbots will give human conversation touch?

Concerns about chatbots getting stuck or not answering appropriate is valid. Because we know that when a customer leaves, they are gone forever. It is not surprising that 91% of unsatisfied customers never return to the brand.

That is when AI powered CX Assistant comes into picture and more and more businesses are adopting new technologies and customers are enjoying quick services. But what is AI-powered CX AI, Assistant?

Rules based versus smart CX AI assistants:

Customer service automation can be done in basically two different ways, rule-based chatbots and smart customer experience (CX) AI assistant.

1st – Rule Based Chatbots –

It is considered as your customers’ worst enemy. They are characterized by predefined programs and canned responses while interacting with customers. The rule based chatbot can handle only the kind of customer requests that follow a specific path.

So, anything that is not programmed into this bot, they will either respond with an error message, give wrong message or gets stuck.

2nd – CX AI Chatbots –

In this age of customer service AI automation, the chatbot is programmed with sophisticated technology such as natural language processing [NLP] and natural language understanding [NLU] capabilities. This enables the customer service AI chatbots to understand the intent behind a query. Thereby coming up with an appropriate response to the customer.

The above is a classic example of an intent-based response. This kind of response makes customer self-service more streamlined and gives a sense of content in terms of user experience to the customers. They feel empowered.

Turabit’s Machine Learning (ML) based bots ingest and analyze customer data and respond appropriately. Here is some glance how why Turabit’s clients love our CX AI Assistants and adopting rapidly.

How Turabit AI assistant will help to serve more customers efficiently?

For a state-of-the-art CX AI smart assistant it is imperative to save cost and meet customer satisfaction at the same time. Terabit’s AI assistant meets both. Statistics speak for themselves:

10k+ Processes, issues automated; 100k+ Hours saved; 1000+ Out of box Automated resolutions

Turabit’s RPA combined with AI capabilities empower customers to self-service most issues and automate front office and backend processes.

Turabit can help you to build customer service bot across top social messaging channels to touch base with your customers.

Turabit’s unique Smart CX AI assistant opens the door for: 

  • Omnichannel retailing

Let your customers grab and convert each and every opportunity by deploying a conversational AI Chatbot for apps, social channels, websites, and more.

  • NLP technology

Enable your customers to instantly interact with your business brand, buy products, and get personalized service through an amazing conversational user interface (UI).

  • Secured transactions

Have a Virtual Agent with the host of benefits such as secured Smart AI Assistant messaging, built-in access controls, eDiscovery data retention, user authentication, and more.

  • Generate and manage actionable data

Convert your data into unique insights with our Customer Service Bot that can help you in offering customers with personalized offers, recommend products and services,s and leaving no stone unturned in acquiring customers.

Turabit believes in handing the control over to the customer. Hence embedding Turabit Smart CX AI Assistant in your sales and support process will go a long way in efficient customer service and establishing your brand value.

Let’s connect so we can customize your CX AI Assistant for your need to transforms your customer’s experience and customer support team life from mundane to meaningful, from long wait to instant service and from 10 hours service to 24 x 7 service.

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CX AI Assistant Uncategorized

How to make your Customer Helpdesk work 24×7

For any flourishing business, it means an increase in the number of customers, which essentially means you have to provide a dedicated helpdesk support service, else face the wrath of a dissatisfied customer. You don’t want that do you?

Hence in the event of increased demand for out-of-hour customer helpdesk support, transitioning from weekday operations to 24/7 is the only option you are left with.

In such a scenario these business decisions and opportunity costs need to carefully talk through. You will be faced with questions like:

  • Do we need this?
  • Can we afford this?
  • What happens if we don’t provide this support?

WHY IS 24/7 HELPDESK AUTOMATION IMPORTANT?

COVID has decentralized the workforce and opened the doors of remote working. While it has many advantages from a business perspective but it can pose a real challenge when it comes to employing human resources to satisfy your customer queries and needs especially when the resources are operating from a remote location.

On the other hand, you have staff, contractors, and clients that may need access to your system round the clock, and the number of unanswered tickets is growing. You have a situation to address.

How to make your helpdesk work 24×7 is a concern that needs your attention. This is exactly where Turabit comes to the rescue. Our range of 24/7 helpdesk solutions – CX AI Assistant, IT Helpdesk AI Assistant, HR AI Assistant are available on various channels such as email, chat, ITSM ticketing, and CRM tools. These Assistants provide impeccable solutions that are suitable for both internal and outbound support.

What you need is an automated customer service that reduces your dependency on human resources for every mundane and repetitive task.


Helpdesk automation service is a systematic solution that involves the use of AI-based tools like chatbots and others such as knowledge base, a live chat that ensures no support question goes unanswered.


Turabit has proven industry experience in smart CX AI assistant that utilizes advanced AI / ML (Machine Learning) algorithm to handle frequent customer queries and requests and increase the speed of your services thus enhancing brand value.

BEST PRACTICES FOR 24/7 HELPDESK SERVICE AUTOMATION

Customers are always looking for a quick resolution. 75% of customers expect their issues to be resolved and addressed within five minutes. Failure to do so results in customers shifting to competitors which means loss of revenue.

In the following course, we will explore the different ways through which support desk software enables your business to Deliver 24/7 Support Without Staff.

1. SINGLE POINT OF CONTACT OVER MULTIPLE:

Today customers are flooded with options to contact the business entity that they have already transacted with. According to a Statista report digital remains the preferred channel for customer resolution.

An ideal customer automation system is one where every customer communication [email, chat, social media post, etc.] lands at your customer support desk. Helpdesk AI Assistant and the customer service automation software running it acts as a single point of contact that helps you to stay on top of every incoming communication.

2. BE READY WITH AN ESCALATION PLAN

As mentioned in our previous study 53% of organizations use support Chatbot for their own IT and other departments while 20% use it for the customer service department, so you must have an escalation plan in place.

Most chatbots fail because they are not fed with probable situations to deal with. Turabit provides seamless customer service since our AI-based smart assistant is built with machine learning algorithms that make us the best helpdesk system providers in the business. When AI & ML is combined to join forces with NLP (natural language processing) it makes our chatbot as good as a human agent.

An escalation plan should be your last option.

3. SELF SERVICE

Decreasing the load on your support team is the very basis off like you should have automated customer support in the first place. Implement 24 hours customer service knowledge bases and tools for users are inevitable for quick troubleshooting of their technical issues.

4. ADVANCED TICKETING

A ticketing system that is powered by AI & ML helps to integrate the end-to-end solution. In due course of time, these systems evolve based on the collection and application of historical data, instances, and insights.

WHAT ARE THE BENEFITS OF 24/7 HELPDESK AUTOMATION?

By now we have covered How to make your helpdesk work 24×7 and the best practices to be followed. Now that it is answered let us quickly enumerate some of the benefits of AI Helpdesk Chatbot that would help any business to figure out why they need it ASAP.

  • Faster Response – Whether it is customers or your own support staff waiting period means a lack of motivation. This is where customer service automation solutions like AI-based smart assistants and self-service portals come in handy.
  • Reduced Overhead Costs – The best helpdesk system, is characterized by one that reduces overhead costs significantly. When a substantial number of service tickets are resolved by automation tools and self-service portals it results in a leaner customer service team.
  • 24/7 Support Becomes a Reality – 74% of customer service leaders expect an increase in contact volume through 2021 and this means providing round-the-clock support is an inevitability. Letting customers know that you are receptive to their needs whether it’s past midnight on a weekday or an early Sunday morning. It goes a long way towards the brand establishment.

 

LEVERAGE SELF SERVICE WITH AUTOMATION

Increase in demand, shortage in customer support staff and increase in support cost has been hurting customer service. It has lead to frustration, and dissatisfaction among customers often. These attributes are enough to hurt the enterprise with substantial inefficiency costs, support staff headaches causing resistance to business growth.

Leveraging NLP and NLU technologies, conversational AI-based virtual assistants can extract the intent from lengthy and probably unstructured conversations to one that is more informational. For example – cancel an account, provision a software application, manage online subscriptions, etc.

With machine learning, your chatbot learns a lot about various instances and how AI-driven CX service desks grow every day by enabling self-service automation.

Choose Turabit 24/7 support strategy and AI service desk solution to boost up your customer service desk, reduce cost and increase customer loyalty and brand value.

 

Let’s connect to discuss YOUR Processes, Workflow, ServiceDesk issues to develop your smart Assistant powered by AI & RPA!