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

1. Reduced Call Times

‍Achieved a 30% reduction in call times for standard queries in the healthcare sector, allowing agents to quickly find the necessary information.

‍

2. Cost Savings

This reduction in call times led to significant cost savings for healthcare providers by improving overall efficiency.

‍

3. Increased Engagement for Complex Issues

‍For more complex and in-depth conversations, the enhancements facilitated longer, more meaningful interactions, improving user satisfaction and outcomes.

4. Balanced Support

‍The dual approach of reducing call times for simple queries while increasing engagement for complex issues ensured a balanced and effective support system.

5. Higher User Satisfaction

‍Feedback from healthcare clients indicated higher satisfaction rates due to quick resolutions for simple queries and detailed assistance for more complicated issues.

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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