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CallDeflectAI Helps Address Staff Shortages in Contact Centers
CallDeflectAI Helps Address Staff Shortages in Contact Centers
DayaMed – a medication
adherence service – implements Orbita’s generative AI solution to reduce call
volume
Boston MA – June 7, 2023 – Orbita, a leading provider of AI-powered virtual assistants and
workflow automation for healthcare, has launched its CallDeflectAI solution
that addresses the overwhelming call volumes plaguing healthcare organizations
that are simultaneously challenged by staff shortages. One client that has
adopted the technology is DayaMed, a company which helps patients
manage their prescriptions – in turn supporting provider organizations seeking
ways to reduce medical complications and hospitalizations while improving
quality metrics.
CallDeflectAI is a conversational virtual assistant
deployed on provider websites to answer routine patient questions. Drawing from
client-approved content, the Orbita solution leverages the latest generative AI
technologies like GPT so virtual assistants can be created more quickly and
inexpensively.
“It is impossible to have staff available 24/7 to answer
all questions, especially with current labor shortages and high turnover
rates,” said Michael Swanson, chief operating officer at DayaMed, which adopted
CallDeflectAI in May. “CallDeflectAI means individuals who want to learn more
about us can come to the website whenever convenient to get their questions
answered, even at 2 a.m. They don’t have to wait.” This frees staff to interact
more meaningfully with the subset of users requiring personalized service and
helps patients get the information they need to better manage their health.
“CallDeflectAI is very easy to use and initial reaction has
been that it’s ‘really cool,’” Swanson adds, noting that the virtual assistant
allows users to ask follow-up questions and get accurate, in-context replies.
CallDeflectAI leverages the proven expertise Orbita
demonstrates with artificial intelligence. Natural language processing means
users can pose questions using familiar words and phrases, and conversational
dialogs probe for more details so answers are delivered in context. The
generative AI layer adds immediate access to comprehensive information
responsive to the user’s needs. CallDeflectAI ingests only documents provided
by the provider to ensure accuracy and security.
“The industry has been hesitant to adopt virtual assistants
because conventional ‘bad bots’ were more frustrating than helpful,” said Patty
Riskind, CEO. “Orbita solves these problems with virtual assistants that
support interactive conversations built on proprietary content ingested via
generative AI. Today’s patient is familiar with digital tools. CallDeflectAI
meets the demand for a consumer-friendly experience while allowing providers to
dedicate overextended staff to the most critical and high-value interactions.”
Orbita currently offers a 30-day free trial of
CallDeflectAI, with the promise that it can be launched within one business
day.
ABOUT ORBITA
Orbita is the connective tissue between providers and
patients, to make navigating healthcare easier. We partner with healthcare
organizations to implement smart virtual assistants, powered by conversational
dialogs and generative AI, that engage patients across web, text and voice
channels. Our solutions – which meet critical privacy and security standards –
help providers improve operational efficiency by automating workflows as they
face the challenges of labor shortages, while also capturing revenue generated
by routine, chronic and preventative care. Visit Orbita.ai.
MEDIA CONTACT
Karina Stabile
Senior Account Executive, Aria Marketing
(m) 516.317.5835