Date: 3/6/2018, Phoenix, Arizona
- Aspect AI Assistant Suite intelligently combines voice, digital channels, and artificial intelligence to improve customer and patient experiences, reduce costs
- New Patient Engagement Solutions accelerate time-to-market for healthcare providers seeking to improve efficiencies around appointment scheduling and medical adherence
- Solution addresses every patient communication point from pre-admission through post-discharge follow up and every engagement in between
Aspect Software, a leading provider of native customer engagement, workforce optimization, and self-service solutions, today announces the launch of Aspect AI Assistant Suite at the Healthcare Information and Management Systems Society (HIMSS) annual conference, Booth #3832. The new solutions are end-to-end applications that automate omni-channel self-service and two-way communication between businesses and consumers and leverage AI techniques such as Natural Language Understanding (NLU) chatbots and voicebots. The new solution set is tailored to industry-specific consumer journeys.
The first solutions under the Aspect® Patient Engagement™ umbrella address the challenges for healthcare providers to improve patient experience mandates under the Affordable Care Act while also reducing costs.
“In the past, every customer engagement application was bespoke development done in response to a customer’s specific need. Aspect’s Professional Services and Product Marketing teams have worked together to introduce a different go-to market approach for industry-specific application development efforts,” said Brad Scott, Senior Vice President, Worldwide Professional Services at Aspect Software. “With the AI Assistant Suite, we’ve simplified the self-service application deployment by leveraging our customer service knowledge and existing technology investments, so our customers can enjoy a faster return on their investment while still benefitting from customizations and integrations.”
Hospitals and healthcare providers are increasingly embracing the same automated interaction technologies that other industries have been utilizing for quite some time. The 2017 Aspect Customer Experience Index survey found that half of consumers already interact with virtual assistants or AI powered chatbots at least once a week. Four in ten consumers (and 63 percent of Millennials) also said they are comfortable with a non-human interface answering their question or resolving their issue.
Each application of the AI Assistant Suite uses IVR, SMS, and mobile web, powered by AI and Natural Language Understanding (NLU), and is run as-a-Service in the Aspect Cloud. Included are pre-made and tuned communication scripts, outbound campaign templates, configuration options, and integrations with key 3rd-party backend systems (CRM and EHR).
Aspect®Patient Engagement – Appointment Assistant™ and Aspect® Patient Engagement – Health Assistant™: These applications feature optional integration with Epic®, customized templates based on each patient's situation to improve the provider/patient relationship and offer the ability to deliver personalized health coaching and access to wellness programs and services. The solutions save healthcare providers resources by reducing no-shows, producing better outcomes, aiding in increasing revenue, maintaining providers’ patient base and supporting critical healthcare initiatives.
The Appointment Assistant and Health Assistant applications are available immediately. For more information, please visit: https://www.aspect.com/landing-pages-2017/healthcare-patient-experiences.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.