{"id":379736,"date":"2021-03-30T22:28:31","date_gmt":"2021-03-31T05:28:31","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=379736"},"modified":"2021-05-30T22:29:49","modified_gmt":"2021-05-31T05:29:49","slug":"virtual-agents-and-humans-partner-to-keep-citizens-healthy-and-informed","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/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<\/a> 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 and Genesys joined forces<\/a> to deliver the best possible customer experiences in such challenging times. See how we\u2019re seamlessly blending specialised virtual agents and human interactions. [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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