Case Study: FCMS reduces call volume and improves patient support with Babble Cloud

Transforming Experiences with NLP-driven IVA Technology

FCMS, a UK social enterprise health and wellbeing services provider, needed to improve its Dental Helpline experience as call volumes rose, average handle times increased, and calls to the IVA were being abandoned. Babble Cloud partnered with FCMS to address these contact centre challenges and reduce pressure on call handlers while improving patient satisfaction.

Babble Cloud implemented an NLP-powered Intelligent Virtual Agent (IVA) and contact centre optimisation platform, using Five9 IVA technology to route calls more intelligently, deflect inappropriate queries, and provide agents with better caller information upfront. The result was a 7.5% reduction in call volume, shorter handle times, improved self-service, and a more consistent patient experience with smoother, calmer call handling.

FCMS

Ben Melvin

Head of Business Intelligence and PMO