Elevate your patient experience with Microsoft D365 Contact Center

And welcome today's webinar about elevating your patient experience with TTEC Digital and Microsoft. We're gonna begin very quickly here. So Steve can go to the next slide for me, please. Today, we're joined by two presenters. First off, Steve Smith from TTEC Digital, one of our solution architects, as well as Soumyth Nandy, who's the digital technical strategist at Microsoft at Microsoft. Next slide. And just to give a brief into introduction of who TTEC Digital is, we are here because we are contact center experts. And when you think about contact center, it's more than just the voice channel. Right? It's a combination of data, CRM, and really understanding the platforms that you're looking to implement. And that's something we do, for over forty years at TTEC Digital. So when you think about implementation of these technologies, it's more than just implementation services. It's about transforming your experience. It's making sure you have the right support teams after the implementation. Then obviously making sure you have the right tools into your toolkit to provide the right services needed. Next slide, Steve. And when we think about what needs to happen with implementation of a call center solution, specifically in the patient world, it's once again, it's about strategy and design, what operating models, how are we going to optimize your contact center, and most importantly, how are you going to leverage the newest latest and greatest tools in AI to really impact, first off, your patient experience as well as your agent experience along the way. When we think about implementation of these technologies, the goal is to increase business outcomes. So if we have an opportunity to, you know, reduce average handle time, improve first call resolution, our goal and focus is to make sure we understand all the different components an organization might need as they're looking to implementing their solution. Next slide, Steve. And then through today's demonstration and presentation, Soumynath and Steve are gonna lead us through what Microsoft has to offer in their customer experience platform. So TTEC Digital is a leader in all things Microsoft. And when we think about this, we're showing up just a portion of today's tool set within Microsoft. We're gonna be focusing on contact center as well as customer service in the leveraging of IVR and bots and AI with a solution. But just know Microsoft is a breadth and depth of suites to help with a variety of different applications based upon your needs. So without further ado, I'm gonna turn it over to Samnath, and he's gonna talk through a little bit of Microsoft strategy when it comes to contact centers. Thanks, Matt. Hey, everyone. I will start with the value of a contact center in health care. As you know, it's multifaceted. It provides, significant benefits to both, you know, health care providers, specialty cares, and various other retail help, and with along with the patient site. Some of the key aspects, with our new Microsoft Dynamics digital contact center, it's now possible to achieve a true digital front door strategy that can identify and optimize the way you manage patients. It can be from your website, patient portal, SMS, voice, or even mobile applications. And the new product, what we have, this facilitates the integration of our new AI features, from patients' self-service capabilities and voice convergence. Now, the health care contact center agents can work from anywhere. They don't have to switch between multiple applications. And some of the benefits in a high level, right, we can come up with an enhanced patient engagement, like automated response to inquiries, providing guidelines, answering questions, and guide patients to appropriate care centers. Right? When you look at operational efficiency, we can seamlessly integrate with EHR and EMR systems so that their contact center can streamline those operations. Then I talked about omnichannel communication with support, wise SMS, chat, email. And, again, it can provide a seamless integration from self-service to wise. And we have AI and automation, which is all built in. Like, for example, we can come up with appoint patient appointments, scheduling, symptom checking, triage. This one this not only reduces the workload in health care staff, but also ensures timely and accurate response, to patient inquiries. Right? Eventually, what we are doing is basically with our new contact center, we are coming up with personalized care. We can leverage data from various sources, what you have, and provide a personalized care recommendation. It can include patient history, preferences, so we can tailor your interactions and provide relevant health information. That's kind of where, Microsoft is going, for the digital contact center. Next screen, please. Okay. So from an execution or app level, we all know, the, you know, in the future, the, customer experience platform or experience, platform is very important. And it's true for even health care, because even health care are looking at, you know, how can I come up with a multi service, you know, organization as an organization, they're also moving into virtual care and various other forms of, you know, treatment? So, this is a perfect fit for that. Like, if you look from Microsoft perspective, all our apps, what we call customer engagement suite, they're all built as you see in the diagram, it's all built in the same architecture, and we share, exactly the same architecture with the data in the left side, what I'm showing as mark, as a Microsoft dataverse. Right? So here, I'm showing you customers like our patients who can use our marketing, sales, service, you know, same data model, same data instance, no integration amongst them needed. And in a world, what we are saying here is we can, as a Microsoft, can come and provide a world class patient experience, meaning seamless crossing these domains. And I think that's a very big deal for, for health care providers and enable those experiences. Right? About that, we have unified routing, which is built in. When the topic come in, it can understand the skills required, and it can assign, you know, various modes of engagement, whether it's digital messaging, channel, voice, doesn't matter. And then if you see in the bottom, we have the Copilot, which is built a large language model that provides a lot of, scenarios for you. Okay? So with that, I will pass on to Steve. He will talk talk about, you know, how this three sixty five contact center is evolutionizing the Thanks, Sadanath. Before I get started, I just wanna doing the live demonstration, kind of describe for you first the, you know, the the flow that we're gonna go through. So we have a patient, Madison Butler. Madison's gonna be searching for information on your public facing website. Questions like, do you have durable medical equipment and and those kinds of questions. And then she's gonna actually ask, the chatbot. So this is the Microsoft Copilot chatbot. She's gonna have a conversation with it about her scheduled appointments and her medications. And we're gonna go through an authentication process to understand who Madison is first, confirm her identity, and then respond. And then after she's having the conversation with the bot, maybe she doesn't, feel comfortable talking to the bot or maybe she just wants to speak to any a live agent. So she's gonna ask to chat with a live agent, and then I'm gonna play the role of Steve Smith, a registered nurse, and I'm gonna have a a conversation with her. I'm also gonna be supported by generative artificial intelligence. When she's asking me questions, I'm able to use Copilot and generative AI to look through all of our knowledge articles and all of the information that we have, to be able to answer her question. We're gonna complete that conversation, and then I'm gonna duplicate that conversation with voice. So Madison's gonna call in, and I'm gonna call in on my cell phone, put it on the speaker so that everyone can hear it. And she's gonna ask the the IVR that answers. She's gonna ask some questions, and then she's gonna ask ask to be transferred, to an agent, which is which is me, a registered nurse. And I'm gonna show you that it's the same, agent experience, whether it's, a live chat on the web, it's an SMS chat, it's a social media chat, or it's a voice conversation. I have the same same desktop as the agent, and I can actually answer all of the questions. So with that, I'm gonna switch and I'm gonna share my desktop. And just give me one second to get something else set up. Okay. So, again, Madison Butler, she has several health related questions. So she goes to the website, and she's gonna ask about durable medical equipment. So I'm looking for durable durable medical equipment. Do you offer that? And Copilot is looking through all of the knowledge articles and is able to actually answer the question, yes. We have a variety of durable medical equipment at our home medical center. Right? With whatever health, you know, system you're in. And let's say that instead of that, she asks about, valet. So maybe you're a hospital and she asked, do you have valet service at the hospital? So Copilot is looking through the all of the knowledge articles and and answering questions. So this is on your website. Instead of just a search, the search is actually conversational. So it understands the intent of the question, then it seeks to find the knowledge article that can answer the question, and then it summarizes its response with any links to the related article. So So if you look at what the related article actually looks like, this is what the AI said. Yes. We have it. It's available. But when you actually look at the knowledge article, the knowledge article has got a whole bunch of stuff in it. Right? It's all of our courtesy courtesy services. And it found the information that it needed to be able to answer that question and simply answered the question. So now I'm gonna transfer. So let's say that she's asked a couple of questions up here, but now she, wants to ask similar questions. But this time in when she asked the questions, she's asking the bot. So in order to start the conversation, what it's saying is in order to be more specific with my answers, you know, would you please provide me with your email address? So she's gonna put her email address in and then she's gonna basically start a conversation with the chatbot. So the chatbot introduces itself, says it can answer most of your questions about hospitals, doctors, and services, explains that it can also help you with scheduled appointments and medications, And and if you'd like to speak with a live health care professional to just ask. So I'm gonna start with just asking the questions. So I'm I'm gonna show you that the the Copilot AI, when I asked about durable medical equipment, do you offer that? Again, this time, the Copilot is not only looking at your knowledge articles, but it's actually looking at your website. And it'll provide you, yes, we offer durable medical equipment, and and respond to it. Now I'm gonna ask a question that is specific to me as a patient. So what medications do I have that can be refilled? So what's happening is is the AI says, okay. I need to know who you are. So, yes, I can help you with that, but I first need your phone number. So I'm gonna type in my phone number, you know, like two four eight eight seven seven eight four four one, You know? And what it's doing in the background is it's actually looking at, the synchronization with your EMR or your scheduling system or your medication refill system. It looks up all of that information and then, says, please verify that you are Madison Butler. You live at this address. And we can do any level of of authentication here. Right? Medical record number, what's your address, which is Social Security number, date of birth, any of that. And then when I ask the question, what medications do I have that can be refilled? Now that it knows who I am, it should be able to come back and say, you know, you have your current medications that can be refilled is and I don't even know how to pronounce this drug name. It has one of two refills remaining, and then it gives me a hyperlink to go maybe do a reorder. I can also ask, questions like when is my next scheduled appointment? Right. When is my next scheduled appointment? And again, because it already knows who I am and it's validated my identity, it's looking through my schedule and it says, this is when your next scheduled appointment is. And if I ask what kind of insurance do I have, you know, what what claims do I have, my billing information, all of that, It can answer those questions because it's, aware of who I am. So next, let's say that she's having this conversation with the chatbot, but now she says, you know what? I'd really like to chat with a live agent. So what the bot is gonna do is it's gonna actually connect her with a live agent. And I'm gonna show you now the agent experience. So I'm logged in as an agent, and I'm on queue, and I see I have a chat request from Madison Butler. So I'm gonna accept the chat request. And then what Madison sees back on her screen is an agent will be with you in a moment. Jason Ritchie has joined the conversation. So I'm logged in as Jason Ritchie. Right? And I can now see the conversation. So I'm gonna just take a a minute or two and give you kind of a tour of what the agent can see. So first off, on this side, this is the entire conversation history that Madison has been having with our bot. So she asked a question. She's, looking for durable medical equipment. What kind of medications can be refilled, some validations. We know it's her. I can actually ask Copilot to summarize the conversation. Maybe the conversation is really long, and it says the customer interacted with the, assistant Louie, asked about durable medical equipment, medication refills. So it does a really good job of summarizing for me as an agent, you know, the conversation that Madison's been having so far and what she might be, interested in. As an agent, I have sentiment analysis of the conversation going on at the top up here in neutral. I have access to quick replies. I can do a consultation with another agent. I can transfer the conversation to another agent. I can take notes. Right? I have all of this capability down here, and I also have my own Copilot on the side over here. I can start a Teams chat through Microsoft Teams with another team member. Maybe they're asking about scheduling an MRI, and I need to talk to somebody in the scheduling department. And I can actually start, the conversation with them, and and get it scheduled and then just reply back to Madison. I can use smart assist. I have an agent script. So if you have script that you want your agents to follow, please identify the the the patient first. Then, you know, if it's scheduling, do this. If it's medication refills, do that. If it's, you know, if it's a script that you want them to follow, you can build a script in and make sure that the agent follows the script. The agent has full access to all of your knowledge articles, and those knowledge articles can be in in, you know, your network, in your SharePoint, in, you know, ServiceNow, in any application. This platform actually supports its own knowledge base too, so you can copy all your knowledge and put it into one place. This last option down here is to join a Teams call. So if I'm having a conversation with Madison and I need, to actually share my screen with her or she wants to turn her camera on or start a voice conversation, I can actually send her a link, and she will get the link in the chat, click it, and open her web browser version of Teams, and then it'll directly connect into my Teams. So there there's a lot of information going on here. Right? All of these tools as an agent that I have. I also have full access to Madison Butler's clinical record. So I have benefits and eligibility. I have payments and bills. I have claims. I can have care plans. All of those, any clinical data that we've synchronized with your electronic medical records, scheduling systems, etcetera, on the back end. So as you can see at my fingertips, I know everything that that as a health, you know, care provider, I have everything that I need, right, to know who Madison is, to get things done, to help answer her questions. Right? So, I'm gonna introduce myself to Madison. I'm gonna say, hello, Madison. My name is Steve Smith, a registered nurse. How can I help you? And Madison's gonna ask me a question about behavioral health. So I'm back on Madison's screen now, and she's gonna say, what behavioral health services do you offer? And I'm back in the customer service workspace, and maybe I don't know as an agent how to answer that question. So if I go into Copilot and I take her question and I just say behavioral health services, right, maybe I'll just say just behavioral just behavioral health services. So what Copilot is doing is looking through all of our knowledge articles and summarizing them all. So as a health, you know, institution, we have comprehensive behavioral health services, addressing PTSD and depression and anxiety. And I can copy this text as an agent and paste it into the window, but I get a chance to actually edit it. Right? So instead of saying for more information, refer to a document, maybe she doesn't have the document. But all of this other information is really good, so I'm gonna send it back to to Madison. So Madison sees my response and, Madison's gonna come back and say, wow, that was very helpful. Thank you. And then back on the agent side, notice, you know, I've got a slightly positive right sentiment analysis going on. If she would have said, you know, woohoo. That was excellent. You know, again, or more conversation where she said, wow. That's great. How about this? You know, thank you. How about that? It would actually go highly positive. So as an agent, I'm gonna end the conversation. So we we're saying goodbye. What I want you to notice here is that, there's an issue description as an agent that comes up, and there's also a conversation summary. So the customer interacted, and again, it's an entire summary of the conversation, including the connection to me. They asked about behavioral health, and I provided it. And then the customer expressed gratitude. And I can actually create a case in the case management system that is Dynamics here. So at this point, what I'm gonna do is I'm gonna end this conversation, and I'm gonna now show you what Madison Butler's experience would be if she called in on her phone. So I'm calling on my cell phone. Thank you for calling TTC Digital Health. This call may be recorded for quality and training purposes and shared with our partners. I am in Denver of artificial intelligence that can answer most of your questions about our hospitals, doctors, and services. I can also help you with your scheduled appointments and medications. If you would like to speak with one of our health care professionals, just ask. Do you have valet service at the hospital? Yes. Valet services are available at Orlando Health Orlando Regional Medical Center. The valet service at the main entrance operates from five AM to ten PM Monday through Friday and from nine AM to five thirty PM on weekends and holidays. There is an eight dollar fee upon arrival. I have an appointment scheduled for next week, but I think I have COVID. Should I still go to that appointment? If you think you have COVID nineteen, it is best to use virtual visit options to consult with your doctor from home. Orlando Health offers virtual visits for minor medical problems or COVID nineteen symptoms, allowing you to stay safe and healthy without leaving your home. So those were just general questions that she's asking and and Copilot AI, generative AI, large language models, looking through the knowledge. And we can control the the kinds of responses that are given. Right? So if I would have asked a question that, needed validation. Right? Hey, when's my next scheduled appointment? It's gonna do the same thing. Look up all of my clinical information, my schedule, my medications, my insurance, and then be able to answer my questions. But let's say she, Madison, actually wants to speak to a live agent. I'd like to speak to a live agent. Okay. I'm transferring to to a live health care professional. Please wait. So, again, I'm an agent. I'm sitting on my desktop. I'm in queue, and I'm available. And I see a voice call request from Madison Butler. So I'm gonna accept that request, and then I've gotta play a little mute game with, my speaker phone and my microphone as the conversation starts. So I'm gonna mute it right away. What I want you to notice is, again, agent desktop. I just had a chat conversation with a a a different patient, etcetera. Right? I can see the entire conversation summary. So thank you for calling. Call may be recorded. Do you have valet service? Yes. We have valet service. I have an appointment scheduled. It said, you know, here's what, you know, we offer those kinds of things. And then let's say, we're Madison, and we're gonna ask a question about behavioral health again. So let me unmute. What behavioral health services do you offer? So notice that it's, fully transcribed the conversation. And, again, I'm an agent, so I've got Copilot. I can go back and and ask the questions of, you know, of Copilot, what behavioral, you know, health services do we offer. And then, again, at my fingertips, all of the information about what we offer for behavioral health or whatever, you know, I still have all of this ability to do a Teams chat with another, you know, agent. I have all of my smart assist and my script to follow. I can look up knowledge articles. I can ask Copilot for assistance. So everything is transcribed. Everything is sentiment analyzed. I can place I have all my call controls, transfer and consult. I have all of the Copilot assistance capabilities at my fingertips. So that was a, a brief overview of the capabilities of the platform. I'm gonna go back to the slide deck and just see if there are any questions. Yeah. Steve, we got a couple of questions. Let me start off with the first one that came in. Can you talk about the dynamic solutions capabilities to integrate to EHR solutions? Yeah. So we have a, as part of this platform, basically, if you look at, you know, our whole platform, it's built on not only just Dynamics. Like, we have a power platform, which is built in there. So you can seamlessly integrate to EHR and EMR system and then get the appropriate, response what you want, and that can manage, you know, through the flow. No issues at all. Okay. Last last question that we have here is around, the Copilot studio, the IVR and bot. Do you need to is that a singular component? Can it be purchased individually, or do you have to buy the whole solution as a package? You have to buy that as part of the package. Like, the contact center comes along with IVR. And, also, it has a seamless integration with the contact center workspace as well as, you know, we have all the Azure, like, the text to speech and various other AI services, which is in Azure platform as a one platform. It connects through that, and you can manage the whole thing. Okay. Steve, can you go to the next slide? I think that's all we have for questions. Excellent. So we're over just a little bit on time, but if you would like to have further discussions about, what we have showed today, please reach out to myself or Samnath. And, we welcome the chance to do a thirty minute discovery session with you to really understand your needs. But, hopefully, like, we hope that we are able to share today is Microsoft is offering a very comprehensive package which leveraged generative AI with self-service tools, bots, as well as IVR to really impact the patient experience. And what we're doing is providing them with the tools to be able find information that they need without agent engagement. Or if they do need to engage an agent, the agent has that information at their fingertips or have very easily to get to. So we love the opportunity to explore with you your specific use cases, dive into any sort of scenarios that we talked about, and see how we can assist in your contact center journey. With that, that is going to end today's demonstration. We appreciate everybody's time, and, we look forward to hearing from you soon. Thank you.