eHealth NSW, a prominent health service provider, leverages advanced features of Amazon Connect to enhance its contact centre operations. The system enables the automatic transcription of calls, providing real-time detection of call reasons and live caller sentiments. Moreover, it identifies keywords and connects agents to relevant support materials, streamlining issue resolution processes. Insights gleaned from transcribed calls are used to create responses for common inquiries, thereby significantly improving support efficiency.
Additionally, eHealth NSW collects extensive call data using Amazon Connect’s Contact Lens feature, which encompasses “theme detection” and “conversational analytics.” This feature assists in identifying emerging themes or customer requests that may not be immediately apparent. For instance, it helped detect a growing need for interpreter services, enabling eHealth to better cater to specific languages.
Advanced Call Recording and Transcription
The system measures customer sentiment throughout calls and records overall talk time, allowing for an investigation into factors contributing to long call durations. Supervisors can assess agent performance in steering callers’ moods positively and identify areas for additional coaching. This data-driven approach helps enhance customer experiences and optimize call handling processes.
Furthermore, eHealth NSW has introduced chatbots to its contact centre operations, significantly enhancing service efficiency. Chatbots assist citizens in navigating services, checking eligibility criteria, and providing quick access to the right services. This not only saves time for citizens but also streamlines operations for agents.
Utilizing Amazon Connect Wisdom
To further augment its contact centre capabilities, eHealth NSW utilizes Amazon Connect Wisdom, which connects agents with knowledge base material stored in ServiceNow during calls. This tool employs real-time speech analytics and natural language processing (NLP) to detect customer issues and provide agents with recommendations and answers. Wisdom streamlines information retrieval, saving agents from navigating multiple sources for problem-solving content.
eHealth NSW’s adoption of advanced Amazon Connect capabilities demonstrates its commitment to improving customer service and operational efficiency in the healthcare sector. The integration of these advanced features ensures that the contact centre can provide more effective and responsive support to citizens while optimizing internal processes.
