The Future Impact of IVR Technology in the Healthcare Industry

Posted by Erric Ravi on April 14th, 2022

Client servicing is crucial in determining the success of a company in the long run. Therefore, rendering excellent customer service can give a significant competitive advantage as a strategy. However, keeping customers content is essential given the constantly changing industry environment and consumer expectations. In terms of client experience, the first point of contact is significant. This initial point of contact is frequently an IVR Systems, and you can make optimum use of it by adding customer savviness. 

Using cloud-enabled communication technologies, such as automated IVR, healthcare providers improve scheduled appointments, and attendance rates, promote consistent health & wellness appointments and share important messages with patients.

What is IVR Technology?

IVR, or Interactive Voice Response, is an automated telephone system that engages callers by combining text-to-speech technology with a Dual-Tone Multi-Frequency (DTMF) interface and prerecorded messages. Thus, allowing customers to access information without the assistance of an active agent. More than 50% of the customers approve of using IVR systems as they feel that it solves their queries in real-time.

Natural Language Processing (NLP) technology is expanding in ways where callers may now communicate with computers over the phone. Due to this development, advanced IVR Software menus allow callers to speak their requirements on the phone rather than a touch-tone system. Because of speech recognition, the IVR system interprets and answers those questions in real-time.

An IVR system improves customer experience by allowing customers to self-serve the information they require without the aid of customer care. It also decreases contact centre call volume, resulting in shorter wait times and cheaper operational expenses for the healthcare industry.

Why do Healthcare Industries use IVR Systems?

IVR technology appeals to healthcare companies because it allows patients to communicate with their doctors or caregivers over the phone. Furthermore, payments can also be made by getting the payment link shared via SMS. Organisations in the healthcare field can:

• Attend more customers 
• Reduce hold time of patients 
• Create a guided healthcare tour 
• Create insurance package information 
• Deliver OTPs and receipt information 
• Provide payment methods 
• Protect the privacy of patients
• Reduce administrative expenditures, such as payroll

By automating regular processes, the IVR technique enables healthcare businesses to save time and deliver better services to customers and patients while operating from multiple locations. IVR systems can support the customer staff to guide multiple customers simultaneously. Future Possibilities of IVR Solutions.

IVR technology will gain immensely in the future from improved voice recognition and more secured text chat features. As speech recognition technology advances, IVR systems will soon discern a speaker’s tone, accent, and other characteristics. Of course, the tried-and-true touch tones of telephone keypads will always remain, but callers will be less likely to utilise them.

While live agents will be less required to perform increasingly complicated tasks, increased IVR integration with bots will enable more smooth transitions between IVR systems and live agents. For instance, callers will no longer have to re-authenticate their identities by revealing personal information throughout a conversation. IVR systems will be able to gather additional information for live agents to save time.

IVR Service Providers and their Benefits

As IVR solutions evolve day by day, many service providers tend to provide IVR services per your needs and requirements. One of the leading IVR service providers is Mtalkz, a one-stop destination for all your communication solutions. 

Improved Customer Service

Specialists operating in an organisation that uses IVR solutions are becoming more competent in dealing with specific difficulties and meeting the exact demands of the assigned customers. As a result, the ability to provide client care has increased. With Mtalkz, you can send pre-configured payment links to patients’ attendants, allowing them to pay from anywhere using their payment linking system.

Reduced Call Transfer Time

IVR seeks to eliminate the need for an engagement with an operator entirely by allowing calls to be pre-capable. Additionally, you reduce the estimated waiting time.

Voice Greeting

With an IVR, customers are welcomed with a professional voice greeting every time they call. In addition, based on guests’ inputs, IVR routes calls to specific divisions. 

So, if you aspire to enhance your customer service and create an experience worth remembering, start building IVR solutions today and hire a professional and experienced IVR service provider that offers you 24/7 support assurance.