About the Client

A large ear, nose, and throat (ENT) practice with more than 40 locations across New Jersey and New York.

Challenge

A large ear, nose and throat practice with locations across the Northeast region had to furlough staff at the start of the COVID-19 pandemic as states mandated business closures.

When the practice was able to reopen with reduced staffing, employees needed to focus on supporting in-person patient care and were not able to answer all the phone calls and emails from concerned patients and employees. Along with setting up a call center, the practice knew it needed to reduce the call volume and create a first point of contact within its existing chat solution.

Strategy & Solution

With resources furloughed, Ciberspring stepped in to advice the client on getting its chat service back up and running using Salesforce Health Cloud.

To reduce demand on call center agents, we leveraged an AI-powered chatbot and prewritten answers for FAQs. Queries around booking appointments, what to expect at appointment, or concerns and questions around telehealth were answered with the chatbot, leaving the call center available for more urgent issues.