BFT-Holding implemented speech analytics in the contact center of the Ministry of Health of the Tula Region

BFT-Holding, a Russian developer of software products and custom solutions for the public sector and business, and BSS have implemented a new functionality in the contact center of the Ministry of Health of the Tula Region, the company said. Speech analytics has been added to the regional information system of the regional Ministry of Health – a tool for analyzing dialogues between a robot and a subscriber (“Robot-Subscriber”). This will allow department employees to automatically evaluate the efficiency of the call center, identify frequent and critical topics of citizens’ appeals to 122, as well as monitor, detect problems and optimize the patient service process.

The speech analytics of the RIS of the Ministry of Health of the Tula Region allows you to transcribe 100% of incoming calls from patients, conduct an in-depth analysis of all dialogues with users who make an appointment with a doctor using a voice assistant, and also make operational changes to the work of the contact center based on this data. The introduction of the tool for analyzing dialogues of a voice robot into speech analytics is a new stage in the development of the regional information system of the Ministry of Health of the Tula Region, aimed at improving the quality of patient care.

The new functionality will make it possible to more accurately process user requests, identify unproductive areas of communication and promptly eliminate them. This will enable more people to sign up for the services they need faster and better manage their health or care needs. The solution will also provide MoH analysts with an exceptional set of data for comprehensive analysis of communication with patients.

When contacting a contact center for the first time, a patient may encounter a number of problems that may affect his degree of satisfaction with the quality of services provided. So, he can not always immediately get an answer to his question or take the necessary action by phone. In this case, the dialogue with the user either ends or is transferred to another communication channel, which delays the recording time and increases the number of repeated calls. Also, the patient may experience a long wait in the event of an unplanned increase in the number of calls to the line or insufficient responses. All this leads to a negative reaction from citizens and reduces the speed of obtaining services.

Traditional methodologies for evaluating the effectiveness of the contact center, designed to prevent such scenarios, involve a selective assessment of 1 to 3% of all dialogues received on the line. “Manual” processing of these data does not allow to identify the root causes of errors and eliminate them in time. Speech analytics tools implemented by specialists of BFT-Holding and BSS in the regional health information system of the Tula region help to build a full cycle of process improvement based on the analysis of specific data.

With the help of technology, 100% of patient calls are recorded and transcribed, even if dozens of calls are received on the line at the same time. Service quality and efficiency metrics are recorded automatically without the participation of a supervisor, which reduces the time spent on data analysis. So, calls with a negative reaction of citizens are automatically detected, which allows the analyst to see and analyze each case in a mode close to real time.

Among the most used practices for working with speech analytics is periodic tracking of the frequency of topics of appeal. So, the request for an appointment with a doctor accounts for up to 88% of calls. Among other practices, it is worth noting tracking repeated calls and identifying their causes, identifying unreasonable call switching, as well as automatically identifying conversations with the presence of negative emotions in a person’s speech.

The Tula region became the first region that, as part of support, received the new functionality “Robot-Subscriber”, which allows you to organize work with specific calls instead of viewing selective data or all calls in a row. This will make it possible to significantly reduce the time for employees of the Ministry of Health of the Tula Region to analyze information and improve the quality of services provided to patients in the region.

How does speech analytics work?

Recordings of citizens’ conversations with a voice self-service system or with a contact center operator are automatically uploaded to the speech analytics system. For analysis, both the audio recordings themselves and the metadata associated with them, such as time, date of the conversation, subscriber number, waiting on the line, switching between operators and other parameters, are used.

The system itself translates speech into text, labels records and replicas in dialogues based on acoustic, lexical and other characteristics of the conversation based on natural language understanding, after which all conversation recordings become available for analysis on a specialized dashboard. Further, the analyst can filter the required data by marker sets, by matching the dialog script or other metadata, and upload the corresponding report. The information obtained will allow him to identify trajectories for further automating the frequency topics of calls, develop an action plan to adjust the scenarios for the work of voice assistants, and also evaluate the implemented improvements.

With regard to the work of operators, speech analytics allows you to monitor and evaluate the quality of their work, compliance with procedures and instructions, as well as identify the best practices for servicing citizens by operators.

“Speech analytics is a tool for detecting service quality improvement areas, the main value of which lies in the quick and convenient analysis of all incoming calls both along the “Robot-Subscriber” route and along the “Operator-Subscriber” route. The tool allows you to solve emerging problems and optimize business processes not only within the contact center, but also at the level of the entire organization. All our clients – users of voice robots – will be able to receive the “Robot-Subscriber” speech analytics as part of the support at no additional charge,” comments Natalya Zeytenidi, First Deputy General Director of BFT-Holding.

BFT-Holding, together with partners, will continue the project to develop the regional healthcare system in the Tula region and further improve the functionality of speech analytics.

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