Written by Joy Payne, Aeroflow Health
This content has been reviewed for accuracy by Ashley Haynes, Director of Customer Operations at Aeroflow Health
Artificial intelligence (AI) has gone from a buzzword to a revolutionary tool that has the potential to take healthcare beyond what we thought could be possible in our day. With the opportunity to enhance diagnostics, personalize treatment plans and improve patient care more quickly and efficiently than ever before, Aeroflow Health hopes to leverage this technological advancement as a tool to better serve our teams and the patients we care for, enhancing human capabilities rather than replacing them. According to Jason Wille, Chief Technology Officer at Aeroflow Health, “AI represents a significant step forward in our journey to enhance patient care, giving our teams the insights and tools they need to make faster, smarter decisions that benefit those we serve.”
The Challenge
Rapid company growth creates higher call volumes, handle times and inconsistencies in note taking. Seeking to remain competitive, we sought out a solution from our phone platform, Five9, that had the potential to highly improve efficiency among teams.
The Solution: Embracing AI with Five9 Intelligent CX Platform
Aeroflow Health is committed to responsible AI use that benefits all patients. When building out AI-powered features within Five9, we prioritize ensuring that patients who prefer human interaction have easy access to representatives.
By taking an omnichannel strategy approach, Aeroflow was able to significantly reduce call volume and better meet patients where they are. According to Ashley Haynes, Director of Customer Operations, “Connecting with patients to assist them is key to our mission success. We meet our patients where they are and want them to connect to us in the way they prefer so they can have an optimal experience. The ability to completely customize our IVR with this platform sold us.”
Key components of the implementation included:
- Five9 Voice, Chat, and Email: Enabling omnichannel communication to meet patients where they prefer.
- Five9 Intelligent Virtual Agent (IVA): Automating routine inquiries and reducing call volume.
- Five9 Agent Assist: Improving agent efficiency through automated transcriptions and call summaries.
Results and Impact
The integration of AI-powered solutions has yielded significant benefits for Aeroflow Health:
- Reduced Call Volume: The implementation of Five9 IVA has led to a 10-15% reduction in call volume by automating common inquiries such as order status and insurance guidelines.
- Enhanced Agent Productivity: Five9 Agent Assist has streamlined agent workflows by automating transcriptions and generating comprehensive call summaries.
- Improved Patient Experience: By offering multiple communication channels and providing quick, accurate information, Aeroflow has enhanced patient satisfaction.
- Data-Driven Insights: The platform’s robust reporting capabilities provide valuable data for optimizing operations and improving customer interactions.
The Future of AI at Aeroflow Health
Aeroflow Health is committed to leveraging AI to further enhance patient care and operational efficiency. The company plans to expand the use of IVAs to additional business units and continue exploring new AI-driven solutions to stay at the forefront of the healthcare industry.
By embracing AI, Aeroflow Health has demonstrated its dedication to providing exceptional patient care while optimizing its operations.
