Bot Copy

We enhanced Botcopy's chatbot with live chat and agent handoff capabilities, streamlining customer service in healthcare. This improved efficiency, reduced call times, and ensured seamless human-bot interactions.

30%

Faster call resolution

25%

Higher engagement

100%

Compliance achieved

The Client

Botcopy.com specializes in providing custom chatbot solutions that leverage Dialogflow to offer intelligent and intuitive user interactions. The goal was to build upon their existing widget to integrate additional functionalities like live chat and agent handoff capabilities, aiming to streamline processes within the healthcare vertical.

‍

The Challenge

  • Integration Complexity: Integrating live chat and agent functionalities with the existing Dialogflow framework required seamless interoperability to ensure a smooth user experience.
  • Healthcare Data Sensitivity: Handling sensitive healthcare information while maintaining compliance with industry regulations.
  • Performance Metrics: Balancing the need to decrease call times for quick resolutions while also supporting longer, more in-depth conversations when necessary.

The Solution

The Results

Driving Your Success with Technology

The Roles We’re Covering

Since 2011, GM2 integrated agile teams, completing 200 projects in a decade. Our eCommerce expertise bolstered technological capabilities, marking a dominant presence in the retail industry”

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Bot Copy

We enhanced Botcopy's chatbot with live chat and agent handoff capabilities, streamlining customer service in healthcare. This improved efficiency, reduced call times, and ensured seamless human-bot interactions.

30%

Faster call resolution

25%

Higher engagement

100%

Compliance achieved

The Client

Botcopy.com specializes in providing custom chatbot solutions that leverage Dialogflow to offer intelligent and intuitive user interactions. The goal was to build upon their existing widget to integrate additional functionalities like live chat and agent handoff capabilities, aiming to streamline processes within the healthcare vertical.

‍

The Challenge

  • Integration Complexity: Integrating live chat and agent functionalities with the existing Dialogflow framework required seamless interoperability to ensure a smooth user experience.
  • Healthcare Data Sensitivity: Handling sensitive healthcare information while maintaining compliance with industry regulations.
  • Performance Metrics: Balancing the need to decrease call times for quick resolutions while also supporting longer, more in-depth conversations when necessary.

The Solution

Widget Enhancement:

  1. Dialogflow Customization: Enhanced the chatbot’s natural language processing capabilities to better understand and respond to complex healthcare queries.
  2. Live Chat Integration: Incorporated LiveChat to facilitate real-time human intervention when necessary, ensuring users could seamlessly transition from bot to human support.
  3. Agent Handoff: Developed an efficient agent handoff system, allowing bots to transfer conversations to human agents without losing context.

‍

1

Data Handling:

  1. Ensured compliance with HIPAA and other healthcare regulations by implementing robust data encryption and access controls.
  2. Developed secure data logging and monitoring systems to track conversation metrics and user interactions.

‍

2

Performance Optimization:

  1. Implemented AI-driven analytics to monitor and optimize call times, focusing on reducing time for standard queries and extending it for more complex issues.
  2. Used machine learning to continually improve the bot’s response accuracy and relevance.

‍

3
4
5
6

The Results

Reduced Call Times:

  1. Achieved a 30% reduction in call times for standard queries in the healthcare sector, enabling agents to quickly find the information they needed.
  2. This reduction translated into significant cost savings and improved overall efficiency for healthcare providers.

‍

Increased Engagement:

  1. For more complex and in-depth conversations, the enhancements allowed for longer, more meaningful interactions, improving user satisfaction and outcomes.
  2. The dual approach of reducing simple call times while increasing engagement for complex issues ensured balanced and effective support.

‍

User Satisfaction:

  1. Feedback from healthcare clients indicated higher satisfaction rates due to the quick resolutions for simple queries and the detailed assistance available for more complicated issues.
  2. The seamless transition from bot to live

‍

Driving Your Success with Technology

The Roles We’re Covering

We are a leading digital transformation services company, helping drive new opportunities and being an innovative partner to foster the progress of our community.

No items found.
contact us

Say hello to your
strategic growth partner

Get in touch
+1 (323) 825-2980
Slack
[email protected]

See Others

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