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Case Study

AdvanceCare – NLP Bot and Salesforce Integration

Since July 2024, an NLP Bot on the IVR screens the calls of one AdvanceCare campaign and filters 70% of them. Agents take only the calls that matter, with Salesforce data at hand. AdvanceCare, a health services manager with 50,000 clinical providers and 1 million members, has run its Contact Center on Collab since 2021.

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Project

Modernization of the AdvanceCare Contact Center on Collab: Salesforce integration, an NLP Bot on the IVR and performance reporting.

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What We Did

We integrated the Contact Center with Salesforce and put an NLP Bot live on the IVR, screening the calls of one campaign since July 2024. Monitoring and performance reports give the team a continuous view of the operation.

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Client

AdvanceCare, Portugal. Health services management. Collab client since 2021.

70% of calls filtered by the NLP Bot in the campaign where it runs. Agents take only the calls that matter.

AdvanceCareKey result · NLP Bot on the IVR, live since July 2024

About the Project

BACKGROUND

AdvanceCare manages health services, with a network of 50,000 clinical providers in Portugal, Spain and the US, and 1 million members under management. Its Contact Center handles a high volume of interactions every day.

AdvanceCare has run its Contact Center on Collab since 2021. As the operation evolved, it needed to modernize the infrastructure, connect the Contact Center to internal systems and automate to reduce the agents’ workload.
CHALLENGES

Two needs came first, plus one goal.

Salesforce integration. The previous solution could not connect the Contact Center to Salesforce.

Unproductive calls. Some campaigns received many calls unrelated to the insurers AdvanceCare works with. Agents were busy with no business outcome.

Better filtering. Only relevant calls should reach an agent.
THE SOLUTION

Salesforce integration. The Contact Center now connects to Salesforce. Customer data sits in one place, and agents get the critical information fast to personalize each answer.

NLP Bot on the IVR. Live since July 2024 in one AdvanceCare campaign. It screens each call at the start, filters unproductive calls and routes only relevant calls to the agents.

Monitoring and reporting. Performance reports give the team a continuous view of the operation and show where to improve next.

The Bot filters. The agent resolves. Relevant calls still reach a person, with the customer’s data in Salesforce.
OUTCOME

With these solutions in place, AdvanceCare saw tangible improvements in its operation.

Fewer unproductive calls. 70% of calls filtered in the campaign where the NLP Bot runs. Agents’ time and resources go to calls with a business outcome.

More operational efficiency. Lower average handling time and a higher first contact resolution rate.

Better experience for customers and insurers. A more direct service flow, with faster and more precise answers.
RECOGNITION AND NEXT STEPS

AdvanceCare rated the Collab solution on five criteria: service level, value for money, availability and flexibility, on-time delivery and GDPR compliance. The overall score was 4/5 (Good). AdvanceCare highlighted its impact on service optimization and customer experience.

Next on the table: extend NLP to other service lines, and add AI tools such as Agent Assist and sentiment analysis.
OUTCOME

Key Facts

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Company Name & Sector

AdvanceCare, Portugal. Health services management, with providers in Portugal, Spain and the US.

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Biggest Challenge

Unproductive calls taking the agents’ time, and no Salesforce integration in the previous solution.

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Technology Used

Collab Contact Center with an NLP Bot on the IVR.

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Timeline

Collab client since 2021. NLP Bot live on the IVR in July 2024.

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Integrations

Salesforce, IVR, monitoring and performance reporting.

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Key Results

70% of calls filtered in one campaign. Lower average handling time and higher first contact resolution. 4/5 rating from AdvanceCare.

4/5 rating, “Good”, given by AdvanceCare to the Collab solution on five criteria: service level, value for money, availability and flexibility, on-time delivery and GDPR compliance.

AdvanceCareClient evaluation of the Collab solution