Case Study: National Health Authority improves citizen support with Ozonetel

National Health Authority saves 30 hours per supervisor per month with Ozonetel

The National Health Authority (NHA), the implementing body for India's PMJAY health insurance scheme, faced the challenge of monitoring 900 remote healthcare advisors to effectively support 550 million citizens. To improve service quality and pinpoint agent training needs, they partnered with Ozonetel to leverage its AI-based speech analytics and sentiment analysis for automated call quality monitoring.

Ozonetel implemented an AI-based contact center solution that analyzed over 122,000 hours of conversations in 11 languages. This automated call scoring saved supervisors 30 hours per month and enabled NHA to identify specific training needs, leading to a marked improvement in advisor performance and citizen satisfaction. The results included efficient analysis of 900 advisors' calls daily and an overall leap in contact center efficiency.

National Health Authority