Madrid Digital Health IVR automatic appointments
In 2022, Orange won a public tender for fixed and mobile voice and data network worth around 50 million euros for the next 3 years in the Community of Madrid.
This public tender included the health appointment in primary care of the telephone/IVR channel. To provide this service Orange launched an RFP, which was finally awarded to Digital Virgo’s Smart Contact tool to handle it in partnership mode. The selection was due to the speciality in speech recognition technologies and based on the collaboration experience since 2009 as a provider of value-added services in Intelligent Network with companies and Public Sector (such as SEUR, Generali, Endesa, Ikea, Canal Isabel II, Arval Service Lease, COFIDIS or Feu Vert, among others).
The health appointment IVR is a service provided for the 289 primary care health centers in Madrid. Patients call by telephone to set, modify, consult or cancel an appointment with the doctor/paediatrician and/or primary care nurse, which is done by a powerful IVR system for managing the voice channel as a conversational engine, which allows the creation of a “VoiceBot” dialogue design with the latest voice recognition technologies. In case the customer wants to make further enquiries or if an incident is identified in the process (e.g. missing or incorrect data), there is the possibility of transferring the call to specialised staff.
The service has been active since November 2022. Its development and implementation has been carried out over 6 months, and has been a success for Digital Virgo, as it has not only allowed to give continuity to a service that has been provided for 15 years, but also recognition by a key partner, Orange, of the great professional work Digital Virgo has done and which has contributed to having an unbeatable image as a provider of VoiceBot.
What is Smart Contact by Digital Virgo?
Smart Contact, a Digital Virgo tool, is a 100% cloud platform that helps companies design and optimize their customer service processes and offer the best omnichannel experience, commercialized in SaaS (Software as a Service). It includes Smart Bots (Voice-Chat-SMS/RCS with Natural Language Understanding Technologies), Cloud Contact Center and Carrier Intelligent Network.