VAHC CRM- Veteran Self-Service
Description
The Clinical Contact Center (CCC) receives 45 million calls per year. At this time the CCC has a queue abandonment rate of 9.4% which is significantly higher than the national average for contact centers. AI reduce the number of abandoned calls.
Detailed example
Refilled prescriptions; answers to commonly asked questions; decisions to escalate a contact to a triage nurse.
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
The CCC receives 45 million calls per year. At this time the CCC has a queue abandonment rate of 9.4% which is significantly higher than the national average for contact centers. AI will allow Veterans to get answers to commonly asked questions and access basic services which will allow Medical Service Assistants (MSAs) to answer more complex calls, reducing hold times for Veterans and reducing the number of abandoned calls.
Controls / human review
ATO: Not reported; PIA: Not published