Patient Pursuit Uses Artificial Intelligence to Automatically Assign Calls to Agents

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The company breaks new ground in call tracking technology with voice recognition machine learning and human intelligence to drive agent performance and accountability.

Patient Pursuit’s latest technological development uses voice recognition to optimize staff reporting and drive phone accountability. This voice recognition instantly attributes phone calls to the phone handler without requiring any additional action from the handler.

Machine learning powers voice recognition using pitch, tone, and cadence to identify the speaker on the agent’s side of the conversation and match it to a model from the staff list. To narrow down the list of possible matches, the machine learning process uses other data points from Patient Pursuit’s database. These data points include agent gender, agent handling history, agent active status during the time of the call, agent department/classification, and name-based keyword detection.

If the machine learning process identifies more than one possible agent, Patient Pursuit pushes the call to human reviewers for a final determination. The decision is simple for a human reviewer since the machine learning will narrow down choices to only two or three agents. The use of human confirmation allows Patient Pursuit to demand the highest confidence level from the machine learning process.

“We have seen first hand how managers and leadership struggle to measure how well their staff is interacting with patients on the phone,” said Matt Cooke, Director of Enterprise Projects. “Patients are calling in when they need help; handling those situations well is what differentiates medical organizations from the crowd. This innovation makes it even easier to use Patient Pursuit to drive the improvement of that patient’s experience. With virtually no managerial intervention, Patient Pursuit users can quickly determine how a particular staff member is performing on the phone.”

Voice recognition adds an unprecedented layer of staff accountability. Patient Pursuit staff activity reports now automatically generate comprehensive call data, and individual calls are attached to an owner. This provides deeper insight into each agent’s phone handling performance.

Voice recognition is just one of numerous Patient Pursuit advancements that uses artificial intelligence to help healthcare organizations become CRISP on every call.

About Patient Pursuit

Patient Pursuit is the leading phone management and training tool that more than 5,000 successful medical organizations use to increase patient satisfaction, schedule new patients, and optimize marketing results and efforts. Patient Pursuit's trained human reviewers listen to and categorize every inbound and outbound call at the organization.

This data provides medical organizations insight into how every call was handled, alerts them when a call needs attention, and actively improves phone skills. Patient Pursuit’s cloud-based reporting gives complete insight into what is happening on the phone.

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Matt Cooke
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