Increasingly there are new ways that humans and machines can collaborate. We have provided some POC demo videos of our work with Conversational AI. In this article we want to share an overview and a video of a recent POC we completed with digital people in a healthcare provider scenario. Digital people and virtual agents are the next step in customer engagement and assistance. When done well customers enjoy it and they are well served. If executed properly on a web or app based engagement this type of interaction will be dramatically preferred and more impactful than a voice or text only interaction. We leveraged technology from our partner Soul Machines for this POC. We will speak more about them later.
Please view our POC video here to learn more.
Why Leverage Digital Persons
Digital agents provide a face to look at that emotes plus demonstrates spoken word voice intonation, just like people do. All of this can leave a customer feeling better taken care of. Digital agents are reactive to the customer and will react and emote appropriately as a customer interacts with them … all autonomously. Human OS is driving all Soul Machines digital agents. The OS leverages a Digital Brain and Autonomous Animation to create engaging, scalable, and powerful face-to-face interactions. The agents that we have worked with thru our partner Soul Machines are incredibly customizable. Soul Machines offers a Digital DNA Blender tool that we utilized to create our virtual agents. There are many reasons why customers would want to interact with digital agents and virtual people. Digital People can be empathetic and engaging, and while they may not be human, they will never show negative emotions. Digital persons are also always available 24 x 7. Just like RPA bots, digital people are easily scalable. The digital agent platform that Soul Machine provides can speak twelve languages. Impressive, right?
What Did We Automate in our Digital Person for Healthcare Providers Proof of Concept?
The digital agent POC demo we created demonstrates how a digital person could handle an incoming call to a healthcare provider. In our POC Zoe is the digital agent who works with our patient. Zoe first greets our patient. She then asks how she can help. The patient responds that they would like to book an appointment for a lab test. Zoe first collects the patient number and verifies the date of birth. She then provides location options close to the patient for the lab test and asks if one of them will work for the caller. After receiving a reply, she books an appointment and sends a confirmation via text/SMS. She then answers patient questions about how long the test will take and how long it will take to get results. She asks if there is any further assistance needed. When the answer is no, she then says goodbye to the patient and ends the call courteously.
Read our Interesting blog: How Automation is key to the future of Healthcare Operations
About Soul Machines
Soul Machines is a leader in the humanization of AI. The company is focused on creating autonomously animated Digital People that empower organizations to reimagine customer experiences. Soul Machines is all in on today’s digital world and the metaverse. Soul Machines is the only company we know of with a patented Digital Brain and Autonomous Animation technology that delivers the full capabilities of human and machine collaboration in a responsive, relatable, and unprecedented way. We really enjoy working with them and find their capabilities, fresh, unique and game changing. Their solutions are applicable in every market vertical we work in and in addition to healthcare include financial services, education, retail, telecom, the public sector, entertainment, and many more.
At Valenta we work exclusively with SMB clients who have not always had access to consultants, developers, and managed service providers to roll out the latest transformational technologies. Finding outside skills sets in conversational AI (unless speaking directly to a vendor) can be especially challenging. Valenta provides these services plus other services around digital transformation. We also provide the E2E perspective vendors do not always bring. We are offering consulting, software integration, managed SaaS, and staff augmentation as well. We can provide consulting for any kind of business process optimization and work on other types of business software projects including ERP and CRM. We also provide a wide variety of outsourced roles. We provide staff for digital transformation, business software administration, plus many traditional back office roles. If you would like to discuss Conversational AI and determine if it is a fit for your business, we are here for you. If you would like to discuss other types of projects or staff augmentation, we can also assist.
Want to Learn More?
Conversational AI is transforming customer interactions and support. Not every mid-sized business has a large call center, but most all have customer support teams. Those teams can be assisted by the same Conversational AI technology being rolled out at larger companies … and even the digital people we demonstrate in this POC. The potential uses for Conversational AI, IPA and bots in healthcare services are significant. Using today’s digital transformation solutions does not need to be the exclusive domain of Fortune 1,000 companies. At Valenta we are here to serve SMB clients. If you would like to discuss Conversational AI for healthcare services or any other industry or vertical, we can help. We have a lot of experience with AI assisted customer support, chatbots, RPA, Cognitive AI, and IPA. Please Contact Us to schedule a consultation.