The middle of the funnel is about
specific focus and using ML to understand the nature of some calls. Scenario three (the bottom of the funnel) Human listening also occurs
at the bottom of the funnel,
where conversations become very immersive Employment Database and highly contextual. For example, one hospital network saw an increase in mental and behavioral health calls, noting much higher call volumes, especially for pediatric patients.
They listened to both sides of the
conversations — parents calling on Not Your Typical Area Code – Unlocking the Secrets behalf of their children — and nurses responding to those calls. Further analysis found that the nurses’ responses or follow-up questions weren’t appropriate based on the information parents shared.
A parent might share a very
emotional, urgent situation — such as a mother sharing that her daughter had tried to overdose — but the nurse responded according to their script.
In this case, the nurse asked for the
patient’s name and birth date. Other instances showed where the nurses could have done further triaging by collecting additional information and asking more probing questions to fully understand the patients’ situations. Data gathered from the bottom of the funnel identified opportunities to train agents further and encourage empathy during customer interactions on an individualized level.
