MedCity News November 14, 2022
Phone calls account for 70% of people’s first point of contact with a health system, so hospitals have sought to implement software that balances the need for speedy automation with intelligent systems that anticipate and best serve patient and care giver needs.
The omnichannel trend in healthcare has led health systems to implement and integrate multiple digital front doors. But they can’t afford to neglect the most frequently used channel of all— phone calls, which account for 70% of people’s first point of contact with a health system. To balance the need for automated solutions with the need to make the patient journey personable and frictionless, hospitals are starting to adopt more modern technology solutions like intelligent virtual assistants (IVAs)....
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