In the face of overwhelming call volumes,
sophisticated AI-powered voice experiences support
personalized care and relieve burden on employees
NEW
YORK, June 28, 2023 /PRNewswire/
-- LivePerson (Nasdaq: LPSN), a global leader in
Conversational AI, today announced a partnership with TGH Urgent
Care powered by Fast Track to use voice bot and AI technology to
significantly improve patient and employee experiences.
TGH Urgent Care powered by Fast Track, the award-winning network
of 16 healthcare clinics serving the Tampa Bay region, selected LivePerson to help
it address overwhelming call volumes that were flooding its
customer service representatives and adversely impacting its
4.9-star patient experience. As an early adopter of LivePerson's
recently-launched Voice AI solutions, TGH Urgent Care implemented
the company's voice bot tech into its traditional IVR system to
reduce pressure on human agents, as well as funnel callers into
messaging conversations handled by a combination of AI and human
agents.
The integration of human agents with AI across voice and
messaging has already achieved impressive results, even during an
unprecedented surge in calls, including:
- Deflecting 40% of voice calls into messaging, which reduces
hold times for customers who choose to stay on the phone and
provides seamless experiences for those who choose to message
- Reducing stress and improving morale for customer service and
front desk staff, with the latter being able to provide better
in-person experiences instead of constantly answering the
phone
- Expanding customer service with a FAQ bot to handle inquiries
after hours on evenings and weekends.
"Adopting LivePerson's services has improved our communication
dynamics, eased staff burden, and enhanced the patient experience,
allowing us to focus on providing industry-leading healthcare in
the Tampa Bay Area," said Dr.
Daron Diecidue, CEO at TGH Urgent
Care powered by Fast Track.
TGH Urgent Care also implemented LivePerson's Conversation
Assist feature, creating about 25 pre-scripted responses to common
messaging inquiries, which sped up response times and made customer
interactions more efficient. This feature also helps agents better
manage periods of high messaging volume, making the entire
experience smoother and more efficient.
"It's encouraging to see how TGH Urgent Care powered by Fast
Track is using voice and AI tech to do right by its patients and
its employees," said LivePerson founder and CEO Rob LoCascio. "With Voice AI, it's easier than
ever to overcome the 56-year old stigma associated with dialing a
1-800 number and give customers their time back to get done what
they need to do, including taking care of their health and their
loved ones' health. We're proud to partner with TGH Urgent Care to
help their patients and employees live and work better."
To learn more about Voice AI and other conversational solutions,
visit LivePerson's website.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is a
global leader in trustworthy and equal AI for business. Hundreds of
the world's leading brands — including HSBC, Chipotle, and Virgin
Media — use our Conversational Cloud platform to engage with
millions of consumers safely and responsibly. We power nearly a
billion conversational interactions every month, providing a
uniquely rich data set and safety tools to unlock the power of
Generative AI and Large Language Models for better business
outcomes. Fast Company named us the #1 Most Innovative AI
Company in the world. To talk with us or our AI, please visit
liveperson.com.
About TGH Urgent Care powered by Fast Track
Fast Track Urgent Care opened in 2005 and, in 2019, partnered with
Tampa General Hospital to form TGH Urgent Care powered by Fast
Track. We are passionate about healthcare and see patients ages 3
months and older at our locations throughout Hillsborough, Pasco, and Pinellas counties. Our state-of-the-art
facilities are open from 8:00 a.m. to 8:00
p.m., seven days a week. Patients are seen on a first-come,
first-served basis, though you can check in using the On
My Way feature to help expedite your
check in process at the clinic. Visit one of our convenient
locations to see why so many patients have trusted TGH Urgent Care
powered by Fast Track to care for their families.
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SOURCE LivePerson, Inc.