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Maintain speedy communication with concerned customers 

COVID-19 Challenge

Healthcare provider operating at full capacity struggles to keep up with inquires

This healthcare provider’s contact centers and other communication channels are at the verge of breakdown due to the high volume of incoming calls and inquiries from members concerned about COVID-19 symptoms. Members are seeking care as well as basic healthcare information.

Solution

The provider is exploring how software automation can help alleviate pressures on their contact centers. Automation can easily parse through data in multiple systems and intelligently extract targeted info about pre-existing conditions of member population and collate emails to millions of customers and members, thus providing essential information such as eligible health benefits, nearest testing locations, prescriptions and tips on staying healthy.