Modivcare Boosts Health Care Experiences with Genesys Cloud AI
Modivcare, a leading provider of non-emergency medical transportation and in-home care, has transformed its support services for 34 million members using the Genesys Cloud™ platform. The AI-powered experience orchestration capabilities have enabled Modivcare to implement a digital-first strategy, managing 2.2 million monthly calls and communications through a unified desktop. Key improvements include:
1. Deployment of AI-driven self-service voicebots and chatbots, with 63% of members now using chatbots for routine support.
2. Enhanced workforce engagement management for 2,600 contact center advisors.
3. A 31% reduction in average speed of answer and abandonment rates.
4. 5% increase in service levels and quality scores.
5. An impressive 86% increase in teammate retention.
These advancements have significantly improved Modivcare's ability to deliver personalized experiences and efficient healthcare services.
Modivcare, un fornitore leader nel settore del trasporto medico non urgente e della cura a domicilio, ha trasformato i suoi servizi di supporto per 34 milioni di membri utilizzando la piattaforma Genesys Cloud™. Le capacità di orchestrazione dell'esperienza alimentate dall'IA hanno permesso a Modivcare di attuare una strategia digitale, gestendo 2,2 milioni di chiamate mensili e comunicazioni attraverso un desktop unificato. I principali miglioramenti includono:
1. Implementazione di voicebot e chatbot self-service guidati dall'IA, con il 63% dei membri ora che utilizza chatbot per il supporto di routine.
2. Miglioramento della gestione dell'engagement della forza lavoro per 2.600 advisor dei contact center.
3. Una riduzione del 31% nel tempo medio di risposta e nei tassi di abbandono.
4. Un aumento del 5% nei livelli di servizio e nei punteggi di qualità.
5. Un impressionante aumento dell'86% nella retention dei membri del team.
Questi progressi hanno migliorato significativamente la capacità di Modivcare di fornire esperienze personalizzate e servizi sanitari efficienti.
Modivcare, un proveedor líder de transporte médico no urgente y atención en el hogar, ha transformado sus servicios de apoyo para 34 millones de miembros utilizando la plataforma Genesys Cloud™. Las capacidades de orquestación de experiencia impulsadas por IA han permitido a Modivcare implementar una estrategia de digitalización, gestionando 2,2 millones de llamadas mensuales y comunicaciones a través de un escritorio unificado. Las mejoras clave incluyen:
1. Implementación de voicebots y chatbots de autoservicio impulsados por IA, con el 63% de los miembros ahora utilizando chatbots para soporte rutinario.
2. Mejora en la gestión del compromiso de la fuerza laboral para 2,600 asesores de centros de contacto.
3. Una reducción del 31% en el tiempo medio de respuesta y tasas de abandono.
4. Un aumento del 5% en los niveles de servicio y puntuaciones de calidad.
5. Un impresionante aumento del 86% en la retención de compañeros de equipo.
Estos avances han mejorado significativamente la capacidad de Modivcare para ofrecer experiencias personalizadas y servicios de atención médica eficientes.
모디브케어(Modivcare)는 비응급 의료 운송 및 홈케어 분야의 선두 제공업체로, Genesys Cloud™ 플랫폼을 사용하여 3천400만 명의 회원을 위한 지원 서비스를 혁신했습니다. AI 기반의 경험 오케스트레이션 기능을 통해 모디브케어는 디지털 우선 전략을 구현하고, 매월 220만 건의 전화와 커뮤니케이션을 통합 데스크탑에서 관리할 수 있게 되었습니다. 주요 개선 사항은 다음과 같습니다:
1. AI 기반의 셀프 서비스 음성 봇 및 챗봇을 배치하여, 현재 회원의 63%가 일상 지원을 위해 챗봇을 이용하고 있습니다.
2. 2,600명의 콜센터 상담원을 위한 인력 참여 관리의 향상.
3. 평균 응답 시간과 포기 비율이 31% 감소했습니다.
4. 서비스 수준과 품질 점수가 5% 증가했습니다.
5. 팀원 유지율이 86% 증가했습니다.
이러한 발전은 모디브케어가 개인화된 경험과 효율적인 의료 서비스를 제공하는 능력을 크게 향상시켰습니다.
Modivcare, un fournisseur leader de transport médical non urgent et de soins à domicile, a transformé ses services de soutien pour 34 millions de membres grâce à la plateforme Genesys Cloud™. Les capacités d'orchestration d'expérience alimentées par l'IA ont permis à Modivcare de mettre en œuvre une stratégie axée sur le numérique, gérant 2,2 millions d'appels mensuels et des communications via un bureau unifié. Les principales améliorations incluent :
1. Déploiement de voicebots et chatbots autonomes alimentés par l'IA, avec 63% des membres utilisant désormais des chatbots pour un support routinier.
2. Amélioration de la gestion de l'engagement des employés pour 2 600 conseillers de centre de contact.
3. Une réduction de 31% du temps de réponse moyen et des taux d'abandon.
4. Une augmentation de 5% des niveaux de service et des scores de qualité.
5. Une impressionnante augmentation de 86% du taux de fidélisation des équipes.
Ces avancées ont considérablement amélioré la capacité de Modivcare à fournir des expériences personnalisées et des services de santé efficaces.
Modivcare, ein führender Anbieter von nicht-notfallmedizinischem Transport und häuslicher Pflege, hat seine Unterstützungsdienste für 34 Millionen Mitglieder mithilfe der Genesys Cloud™-Plattform transformiert. Die KI-gestützten Fähigkeiten zur Orchestrierung von Erlebnissen haben es Modivcare ermöglicht, eine digitale Strategie umzusetzen, die 2,2 Millionen monatliche Anrufe und Kommunikationsvorgänge über einen einheitlichen Desktop verwaltet. Zu den wichtigsten Verbesserungen gehören:
1. Implementierung von KI-gesteuerten Self-Service-Sprach- und Chatbots, wobei 63% der Mitglieder nun Chatbots für routinemäßige Unterstützung nutzen.
2. Verbesserte Mitarbeitereinbindung für 2.600 Mitarbeiter im Contact Center.
3. Eine 31%ige Reduzierung der durchschnittlichen Antwortzeit und Abbruchquoten.
4. Ein 5%iger Anstieg der Serviceniveaus und Qualitätsbewertungen.
5. Ein beeindruckender 86%iger Anstieg der Mitarbeiterbindung.
Diese Fortschritte haben die Fähigkeit von Modivcare, personalisierte Erlebnisse und effiziente Gesundheitsdienste bereitzustellen, erheblich verbessert.
- Implemented AI-driven self-service, with 63% of members using chatbots for routine support
- 31% reduction in average speed of answer and abandonment rates
- 5% increase in service levels and quality scores
- 86% increase in teammate retention
- 50% decrease in IT-related tickets after evolving to Genesys Cloud WEM
- 3% increase in occupancy rates
- None.
Insights
Modivcare's implementation of Genesys Cloud AI represents a significant technological upgrade for their healthcare services operations. The integration of AI-powered voicebots and chatbots has led to a 63% self-service engagement rate for routine inquiries, freeing up human resources for more complex interactions. This efficiency gain is substantial, potentially reducing operational costs and improving scalability.
The 50% reduction in IT-related tickets following the adoption of Genesys Cloud Workforce Engagement Management indicates improved system reliability and ease of use. Key performance metrics have also seen notable improvements:
31% reduction in average speed of answer and abandonment rates5% increase in service levels and quality scores3% increase in occupancy rates86% increase in employee retention
These enhancements suggest a more efficient, responsive and stable customer service infrastructure, which is important for managing the 2.2 million monthly interactions. The improved data analytics capabilities also position Modivcare to better combat fraud and optimize service delivery, potentially leading to cost savings and improved care quality for its 34 million members.
Modivcare's adoption of AI-driven technology in non-emergency medical transportation (NEMT) marks a significant advancement in healthcare accessibility. By leveraging Genesys Cloud AI for scheduling, reservation management and mileage reimbursements, Modivcare is streamlining critical processes that directly impact patient care and health outcomes. The 63% chatbot engagement rate for routine support indicates a high level of patient acceptance and usability of the new system.
The improved efficiency metrics, such as reduced response times and higher service levels, translate to more timely access to medical care for patients. This is particularly important in NEMT, where transportation barriers can lead to missed appointments and deteriorating health conditions. The enhanced ability to prevent late arrivals and address fraudulent claims also contributes to a more reliable and cost-effective healthcare delivery system.
Moreover, the 86% increase in employee retention is a key factor in maintaining service quality and continuity of care. In healthcare services, experienced staff are essential for handling complex patient needs and ensuring smooth operations. This improvement could lead to better long-term patient outcomes and satisfaction.
Technology-enabled healthcare services company orchestrates seamless digital self-service for its 34 million members and improves employee engagement with the Genesys Cloud platform
With a goal to elevate member and teammate experiences, Modivcare sought to improve the effectiveness of its human- and bot-assisted services and modernize workforce engagement management (WEM) for 2,600 contact center advisors.
Increasing Access to Care with AI-Driven Self-Service
To assist with medical transportation inquiries, Modivcare deployed Genesys Cloud voicebots and chatbots integrated with web messaging for seamless self-service. Members can use bots to schedule transportation, change or confirm their reservation, seek ride assistance, ask for mileage reimbursements and more. Now,
“We’re one of the first NEMT companies to leverage AI plus real-time data capabilities and analytics to ensure data security and quality performance at scale,” said Heath Sampson, president and chief executive officer of Modivcare. “This is a difference-maker for our members, granting them access to care at the level that best serves them.”
Smarter Workforce Engagement to Enhance the Human Touch
With Genesys Cloud Workforce Engagement Management, Modivcare benefits from advanced quality management tools, speech and text analytics, and gamification to help keep its teammates engaged so they can deliver cohesive member experiences. Previously,
Modivcare is seeing a huge upswing in its member and teammate experience indicators after embarking on its contact center transformation with Genesys Cloud. This includes a
These results are positively impacting front-line services such as scheduling member transportation. Additionally, Modivcare teammates are now better equipped to prevent late arrivals and drive out fraudulent claims, waste and abuse within the health care industry.
“With Genesys, we’ve elevated our ability to deliver connected and personalized experiences that scale empathy for our members,” said Sampson. “By focusing on innovation and modernizing our systems, our teammates are working more efficiently to provide the human element where it matters most.”
Read the Modivcare case study to learn more about the company’s transformation with Genesys.
About Genesys
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
About Modivcare
Modivcare Inc. (Nasdaq: MODV) is a technology-enabled healthcare services company that provides a platform of integrated supportive care solutions for public and private payors and their members. Our value-based solutions address the social determinants of health (SDoH), enable greater access to care, reduce costs and improve outcomes. We are a leading provider of non-emergency medical transportation (NEMT), personal care and remote patient monitoring. To learn more about Modivcare, please visit www.modivcare.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241015239646/en/
Media Contacts
Lauren Baca, Genesys
lauren.baca@genesys.com
Method Communications
genesys@methodcommunications.com
Source: Genesys
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