If you’ve ever made a doctor’s appointment or tried to get feedback from a medical exam, you probably know how difficult it is to reach someone on a call. With Intelligent Virtual Contact Center IRENA FOR HEALTHCARE, patients no longer have to deal with this experience. With a GDPR-approved patient contact system, hospitals and doctors can now follow up with clients to provide medical results and allow for easy scheduling.

Onboarding

When going to the hospital or searching for a healthcare institution, citizens face several obstacles: unanswered calls or long wait times for receptionists, a series of documents and paperwork, a need to repeat different steps when documents are missing, and a way to connect with the right doctors. IRENA FOR HEALTHCARE allows for a smooth onboarding process that can often be completed through self-service. The patient is provided with a QR code to access the Intelligent Contact Center. Chatbot then guides the patient through registration.

Key Benefits

• Immediate connection to a Voicebot
• Bots ask questions and fill in forms
• Real-time translation in 60+ languages
• Quickly accessible resource database

Pre-Medical

After the patient has been onboarded, it is important to understand their potential chronical problems, allergies, past vaccinations, and other immediate problems. IRENA FOR HEALTHCARE allows for pre-medical self-assessment using Voicebots and Chatbots. Bots will go through a standardized series of questions and when further details are required, they can ask follow-up questions. All answers are recorded into the medical facility so that no manual work is required.

Key Benefits

• Pre-medical checks on the phone
• GDPR-approved data collection
• Real-time translation in 60+ languages
• Bots input data directly to the medical system

Medical Exam

During the medical examination or aftercare, patients, doctors, and other staff need to communicate. In case the patient is from a foreign country, a language barrier often exists. Although there are several free translation services, they typically lack HIPAA certification and GDPR compliance. IRENA FOR HEALTHCARE can support dialogue translation and conversation in real time, while meeting the strict security and compliance policies, both GDPR principles and tech components that are HIPAA certified.

Key Benefits

• Immediate translation available
• GDPR approved, HIPAA certified
• Real-time translation in 60+ languages
• Multi-factor authorization for security

When crisis situations occur, governments, NGOs, and inter-governmental organizations are receiving massive call numbers – people seeking help on one end and volunteers wanting to provide help on the other. But refugees need to settle in peace, get the right information quickly and know where to go or who to contact. Without controlled organization, chaos ensues. But this is not the case with the Intelligent Virtual Contact Center IRENA FOR CRISIS MANAGEMENT.

Initial Assistance

When refugees initially arrive, they seek assistance with the most essential needs – housing, food, and clothing. Governments and NGOs are receiving peak numbers of calls from people seeking help and volunteers wanting to assist or provide these essential resources. IRENA FOR CRISIS MANAGEMENT helps organizations seek out a quick way to scale up their capabilities, answer simple questions at any time and provide some relief to human phone operators.

Key Benefits

• Increased workforce with Smartbot assistance
• Relieved operators, no longer the front line
• 24-hour service to callers
• Cloud-based communication

Medical and Mental Help

Once the essential needs of refugees are taken care of, they often seek medical assistance and mental help. Refugees need access to doctors, psychologists, medication, medical insurance, registration in the medical system, and knowledge of medical facility locations.

Often in their native language. IRENA FOR CRISIS MANAGEMENT can guide refugees through a series of questions to understand their needs and provide them with the required information without human assistance.

Key Benefits

• Increased workforce with Smartbot assistance
• Single interface for call operations and data entry
• No more long waiting times for urgent needs
• Call operators and medical staff onboarded in minutes

Acclimation

Refugees also need help with acclimating and adjusting to their host country – people need proper documents, legal assistance, cultural information, and help with finding a new job. Governments and organizations are often ready to help but need an effective way to provide the refugees with resources and information. IRENA FOR CRISIS MANAGEMENT serves as the quickest, clearest, and easiest solution for providing such information and resources to help refugees adapt to their new country.

Key Benefits

• Quick organization into a single, easy platform
• Smartbot-assisted data entry & registration
• Managed number of calls through smartbots
• Quick access to employment resources

When natural disasters hit, such as floods, power outages, waterlines, earthquakes, failure of essential utilities, and more, they usually have an immediate impact on everyday lives. City residents are left with questions and concerns and utility companies or governments often face a wave of calls, with residents asking the same questions. Voicebots and Chatbots answer these simple, repetitive questions and guide callers to helpful resources, while call operators step in for more detailed queries. Let’s take a look at how you can solve this with Intelligent Virtual Contact Center IRENA FOR DISASTER RECOVERY.

Blackouts

Following big storms or unexpected damage to powerlines, blackouts can impact households and businesses, prompting the need to answer the following questions: When will the powerlines be fixed? How long will the blackout last? Can you send someone to repair the powerlines? In situations like these, IRENA FOR DISASTER RECOVERY provides a quick and easy way to scale up a company’s response capabilities and ease the concerns of affected people.

Key Benefits

• Upscaled contact capabilities in minutes
• Call scripts prepared in advance
• Gather feedback with Voicebots
• Smartbots ready to assist existing operators

Flood Management

Fortunately, floods are rare. But when they do occur, the damage is often widespread and extensive, and the response must be quick. IRENA FOR DISASTER RECOVERY can prepare utility companies, ministries, and other organizations for a rapid response. We set up an initial script for responding to calls and other forms of communication. When residents or businesses are impacted, they can quickly call or reach out via any platform and access the information they need within hours of the flood.

Key Benefits

• Ready-to-deploy call scripts
• Smartbot response when operators are unavailable
• No more long waiting times for urgent needs
• Cloud-based solution, accessible from anywhere

Water Failures

When pipelines break or running water fails, water companies usually have customer service channels for people to call with general questions, but they are not equipped to handle the massive volume of calls that follows water main breaks or unexpected pipe failures. IRENA FOR DISASTER RECOVERY allows them to scale up without long-term investments – call scripts can be implemented at the click of a button. In addition, water companies can improve the day-to-day operations of their contact centers with ICC solutions.

Key Benefits

• Quick organization into a single, easy platform
• Smartbot-assisted data entry & registration
• Managed call numbers with smartbots
• Quick access to employment resources

Government is here to protect the individual rights of citizens, but also to provide important services that are essential for a well-functioning society. Most ministries have phone lines and call operators set up for this purpose; however, citizens often complain that it is impossible to reach call operators or get quick answers to questions. To save costs, ministries are usually constrained and accept this as standard. What if we told you that with Deloitte’s Intelligent Virtual Contact Center IRENA FOR GOVERNMENT SUPPORT, you canscale up your contact capabilities to meet citizen demand while staying within a limited budget?

Scheduling

Residents often call a government ministry to schedule or reschedule an appointment. They often spend hours on hold and finally end up coming into the office because they were unable to make an appointment by phone or online. As a result, ministries get a bad reputation for providing services. With IRENA FOR GOVERNMENT SUPPORT, ministries can massively improve their contact capabilities without having to add additional call operators or make long-term investments. Voicebots & Chatbots can answer calls instantly and help provide information or schedule appointments, while operators can handle more complex questions.

Key Benefits

• Immediate connection to a Smartbot
• Easy Smartbot scheduling
• Automated navigation through platforms
• Immediate solution with no long-term investment

Subsidy Info

When the government approves an extraordinary subsidy for its citizens, it asks them to follow instructions and register. The government wants to provide an easy system for answering questions and providing information, but it does not always succeed. For this, IRENA FOR GOVERNMENT SUPPORT is the perfect solution – by scanning a QR code from a website or a poster, anyone can start a conversation with a Chatbot or jump on a call with a Voicebot. The Bot can help answer questions or guide people to useful information, and, for more complex queries, connect the caller to a human agent.

Key Benefits

• Easy access to information via QR code
• Smartbot-assisted contact experience
• Enrolment assistance with Smartbots
• Easy feedback from contacts

Status Updates

After a visa appointment, a foreigner finds their academic transcript and wonders if it is missing in their application. A couple applies for a marriage certificate and hasn’t heard back from the office for a few weeks. In both cases, people need updates on the status of their cases. They try calling the appropriate offices, but it seems impossible to reach anyone. Both situations can be resolved with IRENA FOR GOVERNMENT SUPPORT. In the first case, a Voicebot or Chatbot could directly access the foreigner’s case, provide a status update, and mention any missing documents. In the second case, the Smartbot could provide a status update on the marriage certificate via an application number.

Key Benefits

• Immediate assistance from Smartbots
• Workers able to focus on in-office tasks
• Real-time translation in 60+ languages
• Multi-factor authorization for security

Whether it’s an appointment reminder, an update on the status of an application, or a request for information, all organizations send outbound communication at some point. With Deloitte’s Intelligent Virtual Contact Center IRENA FOR OUTREACH CAMPAIGNS, all of these outbound messages can be easily automated by sending notifications for different situations – for example, as a reminder for a doctor’s appointment, during the promotion of a new product when a company can use the contact center to notify its existing customers, or in the case of a city emergency when the government can use the contact center to alert its citizens.

Marketing Campaigns

A telephone company has created a new benefit for upgrading to a specific plan – any current customer can upgrade to the new plan, and, in return, they will receive a brand-new phone of their choice. The company wants to let its customers know about the new promotion, but wants to create a more personal experience. By using the outbound communication features of IRENA FOR OUTREACH CAMPAIGNS, the company can do just that. Instead of sending a text message with a link, it can send one that offers a chance to get more details through interaction with a virtual operator. Customers can interact with Smartbots instead of navigating through a series of web pages.

Key Benefits

• Interactive Smartbot-supported text messages
  
• Interaction with NLP capabilities
• Two-way discussion
• Customizable, extended contact scripts

Emergency Alerts

A storm is quickly closing in on the city. Based on the size of the storm, weather forecasters assume that it will impact residents in several ways – road visibility will be affected, streets will likely flood, water levels in the river will rise, and public transportation will likely be delayed. The city wants to ask citizens to stay indoors, and communicate this information in an easy, reliable way. IRENA FOR OUTREACH CAMPAIGNS would play a vital role in spreading the news and informing the city residents. Prior to any emergency, we would set up a plan and create call scripts for various potential emergencies. And if a storm was approaching, the city could send out an emergency alert to all residents via text messages.

THE OLD WAY

• Slow outreach
• Lack of information
• Single-language notices
• No feedback

THE NEW WAY WITH IRENA

• Quick communication in minutes
• Thorough information provided
• Communication in 60+ languages
• Citizens can leave feedback & questions

Reminders

A doctor’s office has a full appointment schedule but there are usually 2 to 3 no-shows every day. A utility company notices that many residents are late with their monthly payments. The Ministry of the Interior, in charge of processing visa applications and issuing ID cards, has noticed that many applicants show up days after their appointments and claim to have forgotten their appointment dates. With IRENA FOR OUTREACH CAMPAIGNS, organizations can automate communication with their clients and customers – this includes the ability to send reminders. With automated reminders, organizations can remind people about scheduled appointments or payments 24 hours in advance.

THE OLD WAY

• Missed appointments
• Late payments
• No cancellation option
• One-way communication

THE NEW WAY WITH IRENA

• Better attendance rates
• On-time payments through reminders
• Ability to cancel appointments
• Interactive communication

Our solution operates 24/7, ensuring support beyond regular business hours with lower financial burden, prioritising accessibility and assistance at any time. Multilingual conversations become effortless, fostering inclusivity with Generative AI producing standardized responses – a uniform and compliant approach to customer interactions is guaranteed. Explore the business benefits of this transformative solution, creating a responsive, round-the-clock healthcare support system for enhanced patient engagement and business continuity.

iViMedic: Advanced solution for handling 24/7 service in a highly regulated environment

iViMedic, a cloud-based technological platform powered by a state-of-art tech stack, contains human-like voice bots, chatbots, a smart call centrer and connection to healthcare monitoring systems that can support on-demand inbound and outbound broadcasting of information.

• Intake of adverse events and follow-up
• Intake of quality complaints and product defects
• Content management solutions like genAI FAQs and Customer Relationship Management
• Provision of evaluated and balanced medical advice
• Material promotions
• Medical information queries

Key Benefits

• Your virtual assistant available 24/7
• Real-time translation in 60+ languages
• Validated solutions
• Bots input data directly to the medical system
• Quickly accessible resource database

Voice bots and chatbots are configured using a low-code platform so that organizations can easily adjust the scripts, e.g., include a new product, with the changes immediately reflected in the phone calls. The combination of pre-configurated scripts and generative AI providing standardised responses ensures a uniform and compliant approach to customer interactions with transcripts converted into outcomes fully matching PV standards. The addition of various AI-augmented patterns tailored to your specific scenarios like switching over to a live agent on request can also be easily implemented.

• Speech recognition is the technology that converts spoken language into written text, allowing computers to understand and interpret human speech.
• In combination with traditional intent recognition, generative AI is employed to autonomously create, analyze, and understand diverse data with custom dictionaries, grammars and NLP models.
• Enabling voice generation (TTS) and data transformation is key for successful end-to-end experience - transcripts can be converted to E2B/R3 ready for case intake and safety database such as ARGUS.

Results

This multichannel solution with post-process analytical units being the solution for handling intake 24/7 with regulatory-compliant service. And the best part? It lessens budgetary pressures and is easily scalable.

Data security and privacy

Security of the solution is our priority and we make sure to make it as robust as possible by safeguarding against malicious attacks, implementing encrypted communication for data protection, and ensuring stringent data privacy measures to responsibly handle user information.

Key Benefits

• GDPR-approved data collection and handling
• SOC 2 certification
• Private cloud
• OWASP compliant
• HTTPS, TLS 1.2/ 1.3
• Telephony transmission encryption