AI-based Speech Analytics Improves the Citizen Experience for 550 Million Indians

Challenges

National Health Authority (NHA) wanted to efficiently monitor and improve the performance of 900 remote healthcare advisors to
effectively support and address the diverse needs of 550 million Indians.

With Ozonetel, they leveraged speech analytics and sentiment analysis to automate call quality monitoring, pinpoint agent training needs, and improve overall service quality.

Solution

Results

The NHA now automates call
quality audits for 900 healthcare advisers boosting first contact resolution, improving quality of
conversations, and increasing
citizen satisfaction.

About PM-JAY

The National Health Authority (NHA) is the implementing body for India’s flagship public health insurance policy, “Pradhan Mantri Jan Arogya Yojana” (PM-JAY). PM-JAY aims to assist economically vulnerable citizens in need of healthcare facilities. PM-JAY provides health coverage of Rs. 500K per family per year for secondary and tertiary hospitalization to Below Poverty Line (BPL) families.

Ozonetel implemented an AI-based contact center solution for NHA.

Achieving a 360-Degree Customer View for Improved Sales and Support Efficiency

Serving over 550 million Indians for hospitalization care, the NHA wanted to ensure comprehensive and effective support for beneficiaries. They wanted to leverage technology to gain deeper insights into beneficiary needs, automate call quality monitoring, and enhance training. The focus was on identifying improvement areas, enabling advisors to address beneficiary concerns more effectively.

Automating Scorecards Across 122K Hours of Conversations

With Ozonetel, NHA analyzed more than 122K hours of conversations in 11 vernacular languages across a sample set of 1.2 million calls.

Our AI-based solution automatically generated agent scores for each call and campaign, considering factors such as participation ratio, information retrieval time, advisor and beneficiary sentiment, and frequency of interruptions. Managers could filter and view the scores of each of the 900+ healthcare advisors on their dashboard based on date, campaign, advisors, or conversational intent. As a result, they could quickly identify the training needs of low-performing advisors. This led to a marked improvement in performance and a significant leap in the quality of conversations.

Enabling Comprehensive Outreach & Assessment with Outbound Dialers

NHA leveraged our solution for both outbound and inbound calls. In addition to PM-JAY support, NHA team utilized our solution for the Ayushman Bharat Digital Mission. They deployed our progressive and predictive dialers to collect feedback from PM-JAY beneficiaries and assess their health status. Ozonetel deployed masked DID with toll-free numbers to improve the pickup ratio.

Simplifying Call Supervision in Remote Working Environment

With Ozonetel’s solution, it became simpler and faster for floor managers to supervise call quality for their remote working
teams, typically saving around 30 hours per month on call analysis. Incorporating screen recording and barge-in capabilities
further allowed managers to intervene, if necessary, during customer interactions and reduce escalations.

The automated approach enabled NHA to identify granular details within conversations, helping them identify training
needs that might have gone unnoticed. The result was enhanced insights into every interaction and an overall
improvement in call quality.

Benefits & Overall Impact

With Ozonetel, the National Health Authority (NHA) has efficiently improved the healthcare experience for its beneficiaries. AI helped them automate the analysis of 122k+ hours of conversation and individually identify training needs for their team of 900 advisors, leading to improved performance. Our solution simplified supervision for the NHA team and contributed to an overall improvement in contact center efficiency and citizen satisfaction.