AWS-Powered Healthcare Communication Solution

Client Requirement

As a healthcare lab call center, the client received numerous calls at its customer support centers. Even though all the calls were recorded, the audio files were merely stored and not reviewed for call quality or results. Data such as the quantity and duration of calls was captured; however, there was very minimal visibility on the call quality, and no analytics or data insights on the resolution of customers’ inquiries were generated in the current set up.

The client envisaged the development of an advanced healthcare communication solution that effectively enables visibility on call quality. The new software solution had to generate insights into resolving customer inquiries with engaging communication modules across the client’s healthcare centers.

The client looked-for tailored software development services and needed to craft a healthcare communication contact center solution that would resolve the current and futuristic engagement challenges of the client’s diverse user base.

The client partnered with Technostacks, it being a leading AWS Technology enabler organization with modern AWS healthcare software design and development capabilities.

Project Features and Functionalities

Enhanced Channelization

In the current scenario, the healthcare calls were recorded on merely one channel rather than a stereo file.

However, to enable precise communication-specific transcription and empower a healthcare center, both agent and customer should be recorded in their respective channels.

As a solution, we implemented AWS Transcribe API, which swiftly finds who was speaking, leveraging speaker diarization, and transcribes speech-to-text solution.

Speech-to-text solutions leverage models for speech trained on numerous hours of audio data and text sentences. This diverges from conventional speech recognition methods that emphasize massive amounts of language-specific supervised data sets.

Automated Language Detection

The client had its healthcare communication centers positioned globally and so incoming calls were in diverse languages. In these situations, the client’s employees either spoke in the local language or used English clubbed with a local one.

We used AWS Translate to transcribe calls in local languages and automatically interpret them in the English language. Our team facilitated AWS Transcribe medical enhancements to back automatic language detection, leveraging a tailored language model and identifying the most used language to empower the healthcare contact centers.

Amazon Transcribe Medical is a precise automatic speech recognition service that makes adding healthcare speech-to-text abilities to voice-steered applications straightforwardly.

AWS Quicksight dashboards for healthcare call center insights

Automatic Speaker Classification Model

Because of the channel-based challenges, the transcription could only spot speakers as Speaker 1 and Speaker 2, which meant it was not possible to automatically find which speaker was the call center agent at the healthcare center.

As a solution, we built a personalized speaker classification model to effectively find the speakers and manage the communication channels at the client’s healthcare centers.

Custom speaker classification model for improved healthcare service

Enhanced agent performance and productivity levels
Easy measuring of campaign efficiency with data analytics
Derive unparalleled healthcare communication intelligence
Generate analytics and insights on incoming calls
Develop better customer support levels to back new users
Advanced results with minimal effect on the existing infrastructure
Involved costs can currently be scaled on demand

Solutions

With AWS Transcribe, we at Technostacks executed AWS Quicksight for showcasing actionable insights and business intelligence (BI) through engaging and attractive dashboards.
Our teams used AWS Lambda for serverless, event-steered computing, without the requirements of managing the client’s complex infrastructure. With AWS HealthScribe, we automatically created notes from customer conversations leveraging generative AI.

We utilized AWS Lambda as an explicit computing solution that operates and enables your programming in reply to events and automatedly deals with the involved resources. The leveraged technology makes it the quickest approach to turn a project into modern-day production and serverless applications.

The custom solution built by us overcome the key challenges of the client and enabled them to:

Improve healthcare with amazon transcribe medical solutions
Lower operational and management costs of communication
Balanced communication services even with high call volumes
Enabled superior customer and user service experiences

Results

Leveraging this technology and communication solution, the client was able to automate the procedure of identifying and checking all conversations, rather than sampling of limited calls.

The analyst teams of the healthcare centers would no longer have to invest tiring hours attending to numerous calls, reducing the risk of flawed inputs when manually logging data sets along with physically finding all the analytics and insights.

Our solutions facilitated the involved tough work with automation and find any further aspects of enhancements.

The smart dashboards built by our team enables the quality analyst and management to comprehend the original theme of the calls, topics of healthcare conversation, significant queries, and enable assessment of evolving category trends.

The solution further provides the capability to review the involved sentiment of the call along with the sentiment grounded on the agent and the involved user base. This scenario assists in filtering calls where customer engagement was not up to the mark to further find scopes like agent training and aid in delivering a superior user and customer experience.

Conclusion

For this organization going through high call volumes, higher management, and operational costs, and not good enough to advance customer fulfillment, overcoming these issues a needed an exclusive solution.

Technostacks was able to develop a custom business intelligence solution and carry out a fruitful project, including microservices and AWS technology and services, to automatedly analyze and display actionable insights and desired analytics from accessible data sets.

The result was a custom-made solution that compacted management and operational expenses while improving the employee’s performance and user experience by delivering enhanced support.