How Do You Balance Deploying Automations to Improve Staff Efficiency While Still Integrating the Human Element into Patient Engagement? How Do You Manage for Both of Them?

The line share is automation, and we try to trend as an organization towards automation to, you know, lessen the workload on the staff. So Other because, yeah, I think we are, we’re a mix for sure. And if you look at our car down there, the things that we are thinking about next, it’s going to be a mix.

Still, I think there’s a great balance to, to be had with AI and with human.

So I I don’t think that we should scale back on one and tip the scales towards the other. It it feels so natural you know, inside the platform, and I know efficiency is really important, but our people want to connect with people too in this way. So I don’t wanna take that away from them, you know, to, to push more AI. The, the human element is so important, and it it’s really tender when you look at the conversation.

But what about the fact that that human element are people that are used to doing it on the phone and how do I convert them to the now. That’s the other question I get. I get that a lot. And I bet you others in the audience are going, yep, that’s what we want to figure out.

What about that? So we’ve done a couple of things on that one. First of all, we have built some scripts for the agents to be able to use as templates. To to be able to do that.

And so we’ve built some scripts. That’s been helpful. We’ve actually invested in some extra training for some of them to be able to do that. But we’ve also put them through a skills based test to make sure that they can do this work.

It’s not, you know, some people are great on the phone, but, you know, doing the written word is just a whole different ball game. And so we test them and see, you know, what? You’re really good here. But we’re gonna have other people who maybe are gonna be better, in the conversational work.

A little bit better. And so we do it that way.

Skills based testing, extra training, some scripting, And we have a QA department that does listening to, you know, when we say this call is being recorded, we’re recording everything but not only recording the call or the conversational text, we’re recording the screens. And so that we can see what happened where things were going awry.

Like, oh, she didn’t know to click on that. Tab, that would have given her the answer. So let’s go back and give her some new education and some training around that one. So we do a lot of that with all of our agents. Those are really great insights. Mhmm. Really great insights.

As you got to stop three in this whole journey or as you’ve evolved with expansion and so forth, Did you get any additional value that you haven’t mentioned yet? Any other kind of outcomes that, as you’ve gotten Yeah. We’ve seen, instances of patients able to convert their in, in person appointment to a virtual.