What You Should Know:
– Talkdesk, a provider of AI-powered customer experience (CX) solutions, recently announced the integration of its Talkdesk Copilot with Epic’s Cheers CRM suite.
– By integrating Talkdesk Copilot with Epic Cheers CRM, Talkdesk is poised to revolutionize the healthcare contact center landscape. This innovative solution empowers healthcare organizations to deliver modern patient experiences, improve operational efficiency, and ultimately drive better health outcomes.
Streamlined Workflows and Enhanced Efficiency
Talkdesk Copilot integrates directly within Epic Cheers, a familiar CRM platform used by many healthcare organizations. This eliminates the need for agents to switch between separate systems, streamlining workflows and boosting efficiency. Agents gain access to a comprehensive suite of real-time features including:
- Real-time transcripts: Agents can access call transcripts, enabling them to better understand the conversation and provide more relevant and personalized support.
- Recommendations: Talkdesk Copilot leverages AI to provide real-time recommendations to agents, suggesting appropriate responses, next steps, and knowledge base articles.
- Assisted automations: Automate repetitive tasks to free up agents’ time for more complex interactions.
- Automatic call summaries: Talkdesk Copilot automatically generates summaries of each call, saving agents time and ensuring accurate documentation.
By leveraging these features, agents can provide exceptional, personalized support to patients and caregivers across various departments, including patient access, revenue cycle, and patient services.
Improved Patient Interactions and Outcomes
Talkdesk Copilot empowers agents to guide personalized conversations, ultimately improving patient interactions and health outcomes. With real-time guidance and support, agents can effectively address patient inquiries and concerns, ensuring a smooth and positive healthcare experience.
Talkdesk Healthcare Experience Cloud: A Comprehensive Solution
Talkdesk Healthcare Experience Cloud stands as the industry’s first contact center platform designed specifically for healthcare organizations. This comprehensive solution offers several key benefits:
- Pre-trained AI: Talkdesk Copilot comes pre-trained with healthcare-specific knowledge, enabling it to understand the nuances of healthcare conversations and provide more relevant recommendations and guidance.
- Healthcare-specific functionalities: The platform offers functionalities tailored to healthcare needs, such as integration with electronic health records (EHR) systems.
- Out-of-the-box integrations: Talkdesk Healthcare Experience Cloud seamlessly integrates with existing healthcare IT systems, minimizing implementation time and complexity.
Bringing insights from Talkdesk directly into contact center agents workflows in Cheers will enable organizations to better serve their patients and create added efficiencies, helping health systems transition their contact centers from cost centers to value centers,” said Sam Seering, product manager for Cheers at Epic.
