For the last two years the NHSBSA have been going through a period of transformation and developing digital services for their users. An important part of this digital transformation was the Arcus Answer service designed and implemented by Arcus Global using artificial intelligence (AI) in their contact centre. For more details about the project please follow this link.
The project built an automated voice service using the technology that powers the Amazon Alexa.
In brief, we:
Implemented Lex and Connect based services within 2 weeks
Resolved 40% of calls using artificial intelligence
Provided a 24/7 service with an instant answer
This also came with a significant cost saving, but this wasn’t the primary driver. Improving service quality was the number one focus – a success story that was even presented on stage by our friends at AWS! Watch us get a name check here at 29:40.
If you’d like to hear more about our work then please get in touch with us firstname.lastname@example.org we even have a free, four-week trial.