SEI
16 Case Studies
Case Study: a leading healthcare organization achieves real-time QA insights and faster feedback with SEI's AI-powered call analytics
A SEI Case Study
Leading Healthcare Organization cuts QA feedback time from 3 months to under 24 hours with SEI
SEI partnered with a leading healthcare organization that was struggling with an inefficient quality assurance process for its new patient calls. Supervisors manually reviewed less than 10% of calls, and the feedback took over three months to reach agents, severely hindering efforts to improve service quality and agent performance.
SEI implemented an AI-powered solution using generative AI and natural language processing to automate the QA process. This converted all voice calls into transcripts and provided real-time analytics. The solution automated 100% of QA reviews, slashing the feedback cycle from three months to under 24 hours. This equipped supervisors to deliver immediate coaching, significantly improving call quality, empathy, and patient engagement.
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