{"id":289408,"date":"2020-04-29T09:43:35","date_gmt":"2020-04-29T16:43:35","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=289408"},"modified":"2020-04-29T09:43:35","modified_gmt":"2020-04-29T16:43:35","slug":"virtual-agents-and-humans-partner-to-keep-citizens-healthy-and-informed","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/virtual-agents-and-humans-partner-to-keep-citizens-healthy-and-informed","title":{"rendered":"Virtual Agents and Humans Partner to Keep Citizens Healthy and Informed"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]My family and I moved from Europe to the US in 2017. We had already learned a lot about the similarities and differences between the European and the US healthcare systems, but even after three years of living in California, there\u2019s still more to learn. And I was surprised that one of these lessons dealt with the ease of communicating with virtual agents and a human healthcare agent.<\/p>\n

When the Coronavirus pandemic<\/a> started to escalate, I had a lot of questions. But at the same time, I wanted to respect the healthcare agents\u2019 time. After all, they need to focus on those who need urgent care rather than support me with my less-important questions. So, I hesitated to call my healthcare provider. But I had to do it when I realised that I had a preventive care appointment scheduled with my doctor.<\/p>\n

First, I visited my provider\u2019s website to search for guidance on whether I needed to reschedule my appointment due to the Coronavirus. I logged in and checked the FAQ first, then used the search bar to find the information. No luck.<\/p>\n

Then I got a chat offer that started in an atypical way, \u201cHi, I\u2019m Elvira, how can I help you?\u201d This intelligent virtual agent already knew who I was and what I was looking for. The virtual agent offered proactive support to answer the specific questions I had. It answered almost all my questions, but I still had one that was sensitive \u2014 and I wanted to discuss that with a human representative. I asked the virtual agent if I could speak to a human agent and I was immediately connected to a representative.<\/p>\n

Out of habit, I was about to explain to the agent who I am and what I already discussed with the virtual agent. But, I was surprised when the rep, \u201cNo worry, Tibor. I know who you are, and I can see what you discussed with the virtual agent. So, you don\u2019t need to explain the context of your call. I\u2019m happy to answer your remaining questions.\u201d<\/p>\n

After I got the answer to my sensitive question, we agreed to reschedule my appointment. I felt a little guilty taking up the agent\u2019s valuable time with a rescheduling task. But that friendly agent said it was no problem; she handed me over to a virtual agent that helped me with the \u00a0rescheduling.<\/p>\n

I spent no more than five minutes total with the virtual agent, and I spent less than a minute with the human agent. Together, they answered all of my questions and rescheduled my appointment in the smoothest way possible.<\/p>\n

The Beauty of Virtual Agents and Human Collaboration<\/strong><\/p>\n

The virtual agent handled the most time-consuming part of my support request, while the very kind human representative handled the more sensitive part of my inquiry. After the call, I felt less guilt over taking up the time of the busy healthcare agent \u2014 and I got all the answers and the service support I needed in one uninterrupted transaction.<\/p>\n

Before the agent handed me back to the virtual agent, I heard in the background \u201cHoney, lunch is ready…\u201d Was she at working from home \u2014 just like me? Probably.<\/p>\n

Learn more about how Google<\/a> and Genesys joined forces to deliver the best possible customer experiences in such challenging times. See how we\u2019re seamlessly blending specialised virtual agents and human interactions<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]My family and I moved from Europe to the US in 2017. We had already learned a lot about the similarities and differences between the European and the US healthcare systems, but even after three years of living in California, there\u2019s still more to learn. And I was surprised that one of these lessons […]<\/p>\n","protected":false},"author":297,"featured_media":268301,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[15939,13125,13571],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-289408","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-cloud-en-gb","tax_blogcategory-workforce-engagement-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/289408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/297"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/289408\/revisions"}],"predecessor-version":[{"id":289485,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/289408\/revisions\/289485"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/268301"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=289408"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=289408"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=289408"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=289408"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=289408"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=289408"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=289408"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=289408"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=289408"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=289408"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=289408"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=289408"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=289408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}