Overview

Teladoc Health uses telephone and video conferencing technology to provide on-demand remote medical care via mobile devices, the Internet, video, and phone. More than 50 million members connect within minutes to Teladoc’s network. Teladoc has multiple service centers in various countries with contact center employees operating 24 hours a day, seven days a week to handle more than 2M+ calls annually. Teladoc is active in over 130 countries.

Supernova Award Category

AI and Augmented Humanity

The Problem

The biggest challenge Teladoc faced was staffing up to meet the incredible demand for service and moving all operations and the contact center to 100% remote during Covid. Teladoc was keen to adopt AI technology into their contact center to help agents and keep customer satisfaction high- with multiple business units and different campaigns, agents did not readily have campaign details and coaching skills accessible to them. 

The Solution

Five9 Agent Asisst: we found it attractive for 3 reasons- it offered us a way to leverage technology to replace manual agent processes, it had the flexibility to be integrated into our homegrown CRM which we utilize via the API, and we found the UI to be intuitive and easy for agents to use

The results

1. Agents have at their fingertips the resources they need to provide an exceptional member experience with the coaching cards. New agents are performing close to the level of our experienced agents

Metrics

1. Call transcripts for 100% of calls in real time. Campaign specific AI call guidance for every call

The Technology

Real-time guidance cards and checklists help agents when they are live with a customer. Agents have reminders and tips to navigate the conversation better, increasing call effectiveness and CSAT. Increase compliance, script adherence, quality scores, and accelerate new agent ramp-up. Real-time transcription frees agents from note taking, allowing them to focus on the customer. Consistent and accurate call summaries auto-sync with the CRM  reduce after-call work. 

Disruptive Factor

Agents have at their fingertips the resources they need to provide an exceptional member experience with the coaching cards. New agents are performing close to the level of our experienced agents

Shining Moment

Call transcripts for 100% of calls in real time. Campaign specific AI call guidance for every call- more experienced agents would share that they wish we had agent assist when they were new because the real time guidance is so helpful.