Virtical - Agent Assistant

Challenge

The health insurance industry still faces major contact center inefficiencies due burnout and turnover. Agents are often burdened by not having the right data in one place – leaving them responsible to have the industry knowledge and seek the right answer across a range of topics. Contact center leaders have rapidly invested in AI chatbots to relieve high call volume, but automated scripting does not properly address complex call handling. Agents are essential to the member experience and there’s room to enable them with AI built for their day-to-day operations in a compliant way.

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About the Solution

Agent Assistant automatically identifies caller intent and agent action for health plan contact centers on Simplify Platform. Our additive solution eliminates the agent guesswork by controlling actions based on validated industry AI models versus generating agent response options vulnerable to error.

Improve agent experience with visual interfaces for complex data
Reduce call handling time with pre-determined intents and actions
Ensure greater accuracy and compliance with controlled business logic
Accelerate time to value with pre-built industry AI models

Approach

Below are three components we incorporate to provide scale and user-friendly contact center solutions on Simplify Platform.

Agent View: An intuitive interface to input caller queries and output visual representation of complex data.
Business Controller: The intermediary between the Agent View and Industry AI Models to configure, validate, and maintain business logic
Industry AI Models: A repository of AI models that are trained with industry-specific data and specialized in contact center processes.

Virtical Apps integrate seamlessly with the Simplify Platform platform, across Sales, Service, Health, and Experience Clouds. Virtical's User Experience (UX) layer is integrated with Simplify Platform and blended into business processes such that the insights derived from our AI models are delivered to your users in the right place at the right time. Moreover, Virtical offers configuration tools that allows in-house customization of these Prebuilt apps as per the unique needs of your business. These ready-to-use, yet tunable applications fast-track digital transformation, freeing up your team to focus on more strategic tasks. Integration of Virtical with Simplify Platform is therefore not just an optimized solution for the health insurance sector, but also a catalyst for bringing about technological innovation within your organization.

Agent Assistant

Challenge

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About the Solution

Approach