RUSH UNIVERSITY SYSTEM FOR HEALTH AI in the contact centre AI now touches nearly every part of Rush’ s operations, but its impact on the contact centre has been especially pronounced. Previously, agents needed deep specialist knowledge to schedule appointments correctly, since requirements vary hugely between departments. A neurology referral, for example, looks nothing like a primary care booking.
“ Without AI to pull that knowledge together, each agent basically has to be specialised,” says Jeff.“ You could have 200 agents and 30 available, but none of them cover neurology, so your call waits. That’ s not productive.”
AI tools also monitor call intensity, flagging when agents need a break through technology called Thrive, integrated with Salesforce.
“ Salesforce was the platform we selected to create that customer brain”
Jeff Gautney SVP and CIO Rush
“ AI has helped us understand and watch how agents burn out on a call,” Jeff goes on.“ It’ s looking for the intensity of the call, so it knows when to give an agent a mindfulness break.”
On the patient side, self-service options have expanded significantly. Genesys – also integrated with Salesforce – listens for intent behind a caller’ s words, preparing live agents before they even pick up. rush. edu