Healthcare Organization Automates 40% of Calls With Google CCAI and CDW

A large healthcare organization, serving hundreds of thousands of patients across a wide geographic area, faced mounting customer service challenges during the COVID-19 pandemic. With 18,000 employees and $3.5 billion in revenue, the organization struggled with long call queues and high abandon rates driven by limited staffing. Partnering with CDW and Google Cloud, the organization implemented an artificial intelligence (AI)-powered contact center solution, achieving significant improvements in operational efficiency and customer satisfaction.

CDW’s cloud team collaborated with the healthcare organization to harness the potential of Google Cloud Contact Center AI (CCAI). Designed to handle customer interactions dynamically, the solution aimed to automate query resolution and enhance call routing accuracy.

Key implementation steps included an minimum viable analysis workshop and technical discovery to identify priorities. By analyzing years of call recordings, CDW developed a virtual agent capable of managing over 40% of inbound calls. Integrated with the client’s enterprise resource planning (ERP) and customer relationship management (CRM) systems, the virtual agent provided real-time, data-driven routing and responses across the organization’s medical facilities and departments.

Within just three weeks, CDW delivered a minimum viable product (MVP), offering scalable automation and setting the foundation for future expansion, including automated appointment scheduling at the departmental level.

The deployment of CCAI delivered measurable benefits for the healthcare organization, such as:

• Call automation: Over 40% of inbound calls were resolved without human intervention, reducing queue times and enhancing service efficiency.
• Improved customer satisfaction: Automated call routing significantly decreased wait times, leading to a steady rise in patient satisfaction across facilities.
• Enhanced scalability: The solution laid the groundwork for future optimizations, including expanded automation of appointment scheduling, ensuring sustained operational improvement.

By partnering with CDW and Google Cloud to implement a cutting-edge AI solution, the healthcare organization overcame its pandemic-related customer service challenges, setting a new standard for efficiency and patient experience.