Genesys has confirmed that a prominent healthcare organization is using the company’s Cloud platform to improve support for its 34 million members.
Modivcare – a specialist in non-emergency medical transportation (NEMT), monitoring, and personal in-home care – leverages Genesys’ AI-powered orchestration capabilities to boost self-service as part of the healthcare provider’s “digital-first strategy.”
In practical terms, Modivcare deploys a selection of voicebots and chatbots integrated with web messaging to help resolve medical transportation queries.
Members can also use chatbots to handle tasks like scheduling transportation, managing reservations, requesting ride assistance, and mileage reimbursements.
With 63% of members already using chatbots for routine support, the healthcare provider believes that the addition of Genesys’ tools has enabled its staff to focus on more complex interactions and escalations.
Heath Sampson, President and CEO of Modivcare, explained how the collaboration with Genesys is a real “difference-maker” for the company’s members:
“We’re one of the first NEMT companies to leverage AI plus real-time data capabilities and analytics to ensure data security and quality performance at scale.
This is a difference-maker for our members, granting them access to care at the level that best serves them.
But it isn’t just the members who are benefiting from the new solutions.
Transforming the Contact Center
Away from the fresh self-service features, the partnership has also led to significant improvements for Modivcare’s 2,600 contact center agents.
Genesys Cloud has helped to “modernize” the company’s workforce engagement management (WEM) solution by equipping agents with advanced quality management, improved speech and text analytics capabilities, and superior gamification features.
Since the changes, the number of IT tickets attributed to WEM has dropped by 50 percent.
