Overview
Aeroflow Health is a personalized healthcare company that provides patients with easy access to medical equipment and supplies covered by insurance. The company specializes in motherhood support, continence care, sleep support, and diabetes management for a wide patient demographic. Aeroflow employs more than 500 hybrid and remote agents headquartered in Asheville, North Carolina. It handles a blend of inbound and outbound calls to support patients with product selection, insurance information, technical support, and general inquiries.
Supernova Award Category
AI and Augmented Humanity
The Problem
In 2023, Aeroflow encountered several challenges in its customer service operations, including high call volumes, IVR abandonment, prolonged handle times, and inconsistent note-taking practices. These issues hindered efficiency and compromised the quality of customer interactions. As a solution, Aeroflow decided to transition to a cloud-based outbound dialer, but soon realized the need for a more comprehensive platform to address both outbound and inbound calls while also improving customization and efficiency.
The Solution
Aeroflow identified the need for a comprehensive solution to address its customer service challenges, including high call volumes and inconsistent note-taking. By evaluating various options, they selected Five9's cloud-based platform for its ability to offer scalability, AI-driven features, and customization capabilities. This choice allowed Aeroflow to effectively streamline operations, enhance customer interactions, and adapt to evolving needs in their contact center environment.
The results
Before implementing Five9's solutions, Aeroflow struggled with high call volumes, IVR abandonment, lengthy handle times, and inconsistent note-taking, leading to inefficiencies and subpar customer experiences. However, after integrating Five9's cloud-based platform, Aeroflow experienced significant improvements across various metrics. Call volume decreased by 10–15% with the implementation of Five9 IVA, reducing the strain on agents and enhancing self-service options for customers. Additionally, the adoption of Five9 Agent Assist and GenAI Studio enabled Aeroflow to generate consistent, nuanced call summaries, enhancing understanding of customer needs and feedback processes. Overall, the project not only optimized operational efficiency but also showcased the potential for AI-driven solutions to revolutionize customer service in the healthcare industry, setting a precedent for widespread adoption of similar technologies.
Metrics
Before the project, Aeroflow faced challenges such as high call volumes, IVR abandonment, and inconsistent note-taking. After implementing Five9's solutions, Aeroflow experienced a 10–15% reduction in call volume due to the implementation of Five9 IVA, alleviating pressure on agents. Additionally, the adoption of Five9 Agent Assist and GenAI Studio enabled Aeroflow to generate more accurate and nuanced call summaries, improving understanding of customer needs. These improvements led to enhanced efficiency and effectiveness in customer service operations, demonstrating the transformative impact of the project.
The Technology
Aeroflow leveraged Five9's suite of cloud-based solutions, including Five9 Outbound dialer, Five9 Intelligent CX Platform, Five9 Voice, Five9 Chat, and Five9 Email for omnichannel communication. They also implemented Five9 Intelligent Virtual Agent (IVA) and Five9 Agent Assist for automation, alongside Five9 GenAI Studio for customized call summaries.
Disruptive Factor
The implementation of the Five9 Intelligent CX Platform at Aeroflow Health faced notable challenges but ultimately revolutionized its customer support operations, emphasizing a significant achievement in gender-neutral call summaries.
Challenges included high call volumes and inconsistent note-taking, prompting the adoption of Five9's Outbound Dialer and later the Intelligent Virtual Agent (IVA) to address these issues. The transition required meticulous planning to balance self-service and agent support effectively. Despite these challenges, Aeroflow achieved a 10-15% reduction in call volume through the IVA, showcasing its impactful results.
The project's impact is game-changing due to its focus on gender-neutral call summaries, facilitated by Five9 GenAI Studio. This customization ensures inclusivity and sensitivity to diverse patient demographics, challenging the status quo in the industry. Additionally, the project sets Aeroflow apart by prioritizing patient-centric care and leveraging advanced AI technology for optimized customer interactions.
Furthermore, Aeroflow's collaboration with Five9 exemplifies a disruptive force, with a dedicated focus on enhancing customer experiences through innovative solutions. The partnership not only addresses internal challenges but also drives external disruption by redefining standards for personalized healthcare support.
Shining Moment
Aeroflow Health's proudest achievement lies in implementing gender-neutral call summaries, ensuring inclusivity and sensitivity in customer interactions. This initiative showcases our commitment to diversity and sets a new standard for inclusive healthcare support.