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Case Study
5 min read
How athenahealth Empowers Agents Through AI Customer Support
Nous, en chiffres
Les chiffres parlent. C’est pourquoi nous aimons les données.
Voici ce que disent les nôtres.
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~40 % consacrés à la R&D
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750+ employés
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400 Customer support agents
Problem: Customer care agents had to search several resources to get the right answer for each case they received, using time they didn’t have and causing them to escalate cases.
Solution: With a single embedded interface and personalized article recommendations, agents get AI-powered, case-relevant answers first. Then they can search within the UI to find even more help for each customer interaction. Most can resolve issues on their own, without having to bother co-workers or escalate the case up a tier.
Problem: athenahealth absorbed the cost of customer inquiries, and these providers were often too busy to stop and call during patient care hours. They needed a way to quickly get help for common issues without a call.
Solution: Coveo’s technology unified information from the top provider resources to provide a self-service experience providers could access on their own, at any time. Data from the self-service interactions could be later used to optimize the provider relationship and improve future case handling.
