The public sector is changing the way they communicate with its service users, digitising processes to gain efficiencies and offering greater levels of accessibility 24/7 to the user.
The NHSBSA embarking on the NHS Contact Centre project is a perfect example of this. Working with Arcus and Amazon, they have implemented Arcus Answer which answers phone calls using artificial intelligence. However, Arcus Answer is more like talking to Amazon Echo (Alexa) than calling an automated service and can deal with most routine patient queries. In fact, the technology has responded to 40 per cent of their calls and has led to more operators being freed up for more complex cases, giving people an increased quality of service. The NHSBSA also took home ‘Best Cloud Analytics Project’ for good measure.
We are obviously very proud of our ‘Cloud Telephony Project of the Year’ win too. The judges’ comments being “great use case and great story”, proving that the public sector can certainly compete when it comes to providing a quality service to customers with transformative technology.
Those who work on these projects deserve many thanks. Arcus Global and its clients are truly transforming customer service with Arcus Answer and it has achieved great results – not only at the awards, but in its every day practical application.
For more information visit Arcus Answer