Case Study: Parkview Health improves patient billing support with Neuron7 Intelligent Search

How a hospital helped agents answer billing questions with search

Parkview Health, a regional hospital network, faced a challenge in its call center where agents struggled to find answers to patients' complex billing questions. The necessary information was stored across large repositories, and the agents' lightweight computers lacked the processing power to perform effective searches. They sought a solution from Neuron7 to address this technical limitation without requiring costly hardware upgrades.

Neuron7 implemented its N7 Intelligent Search, an AI-powered solution that provided a Google-like interface capable of sophisticated searches on the existing thin clients. This enabled agents to quickly find accurate answers, improving key metrics like call handle time and first-time resolutions. The hospital also used the search analytics to identify and fill knowledge gaps. Neuron7 provided a powerful solution that other vendors could not, significantly improving agent productivity.

Parkview Health

Kris Gunckel

Director Patient Financial Services