Case Study: Arkansas Children’s Hospital cuts scheduling wait times with Parlance Speech IVR Service

Arkansas Children’s Hospital - Customer Case Study

Arkansas Children’s Hospital, a top-ranked pediatric facility, was facing significant caller experience challenges. Their complex push-button IVR system frustrated callers, leading to long wait times and a high rate of opt-outs to live agents who then had to manage irate callers. To address this, the hospital chose to implement the Parlance Speech IVR Service.

The managed service from Parlance replaced the multi-option menus with a natural language solution that allows callers to simply state their needs. As a result, the time for callers to reach the correct agent dropped to under 30 seconds and opt-outs to agents fell by 81%. Parlance delivered such impressive results that the hospital is now expanding its use of the service across its entire voice network.

Arkansas Children’s Hospital

Lori McCauley

Director of Unified Communications