Case Study: FCMS reduces call volume and improves patient support with Babble’s NLP-powered IVA

FCMS reduces call volume by 7.5% with Babble Cloud

FCMS, a leading urgent care provider in the UK, faced challenges with high call volumes and inefficient routing on their Dental Helpline, which led to frustrated staff and patients. To address these issues, they partnered with vendor Babble to implement an NLP-powered Intelligent Virtual Agent (IVA) solution.

Babble's IVA redirected inappropriate calls and used smarter questions to route patients more effectively. This resulted in a 7.5% reduction in call volume, decreased average handle times, and a more consistent patient experience, empowering call handlers with better information.

FCMS