Case Study: Revolutionizing Healthcare Call Center Operations with Artificial Intelligence

In today’s fast-paced healthcare environment, effective communication is vital. For Nirvana Healthcare Management Services, ensuring patients could access high-quality care was a priority. But as patient numbers increased, so did the pressure on their contact center. To address this challenge, Nirvana turned to BluIP’s Conversational AI Virtual Agent, revolutionizing its call center operations.

About Nirvana Healthcare Management Services

Based in Essex County, New Jersey, Nirvana Healthcare has been a pillar of primary and specialty care services. With locations in Newark and East Orange, their patient-first approach has helped them build a reputation for delivering personalized care. However, this dedication to excellence was being undermined by an overburdened contact center.

Nirvana’s Resort’s Challenge

Nirvana’s call center struggled with high call volumes, long hold times, and agent burnout.

BluIP’s Solution

BluIP Conversational AI automated routine calls and improved multilingual support.

Results

Nirvana saw faster response times, cost savings and happier patients.

Nirvana faced a challenge.

Nirvana’s contact center faced a rising tide of incoming calls, creating long hold times and diminished service quality. Staffing hours weren’t enough to meet demand, and increasing the workforce was not a feasible solution due to high costs. The healthcare provider also faced challenges with high turnover rates, which led to constant retraining and further stress on their operations. Adding to the complexity, the need for multilingual support in languages like Portuguese, Haitian Creole, Spanish, and English made recruiting skilled agents even harder.

Finding the Right Solution

Determined to maintain their high standard of patient care, Nirvana’s CEO, Dr. Alexander G. Salerno, and CRO, Luz Capcha, sought an innovative solution. They found it in BluIP’s Conversational AI. Over a 90-day deployment period, BluIP’s Virtual Agent was seamlessly integrated into Nirvana’s contact center. This phased deployment ensured that Nirvana’s existing technology investments were protected, while enhancing their communication capabilities.

Key Benefits of BluIP’s Virtual Agent Solution

1. Enhanced Operational Efficiency

By implementing Conversational AI, Nirvana’s call center saw a marked improvement in efficiency. The AI solution quickly identified caller needs, directing them to the appropriate departments or providing information on topics like office hours and facility transfers. As a result, live agents were free to focus on more complex customer interactions, boosting overall productivity.

2. Improved Caller Experience

With shorter wait times and faster query resolution, Nirvana’s patients experienced a smoother, more satisfying communication experience. This enhanced the overall quality of care and built a stronger sense of trust and loyalty between the healthcare provider and its patients.

3. Significant Cost Savings

BluIP’s Virtual Agent allowed Nirvana to reduce costs by automating routine calls, eliminating the need for additional staff. By deflecting simple inquiries, the AI solution minimized the strain on human resources, resulting in lower recruitment and training expenses.

4. Multilingual Support

Nirvana serves a diverse patient base, and BluIP’s Conversational AI proved invaluable in handling inquiries in both Spanish and English. For other languages, calls were efficiently routed to multilingual live agents. This multilingual capability ensured that all patients received the support they needed, without communication barriers.

5. Reduced Agent Burnout

By offloading repetitive tasks to virtual agents, Nirvana eased the workload on their human agents. This led to higher employee retention and a reduction in burnout, as agents could focus on more meaningful interactions, ultimately improving service quality.

Conclusion: A New Era for Healthcare Communications

Nirvana Healthcare’s journey with BluIP’s Conversational AI marks a turning point in how healthcare call centers can operate. By integrating cutting-edge AI, Nirvana has not only addressed operational inefficiencies but has also elevated its service delivery, ensuring its future growth and success. With enhanced efficiency, cost savings, multilingual support, and reduced agent burnout, Nirvana has set a new standard for healthcare communications, proving that innovation can truly transform patient care.

Download the Nirvana Healthcare Case Study