IVAs help companies deploy self-service support that delivers a more conversational and engaging experience across voice and digital channels. It allows companies to automate routine tasks. Today, Marsh McLennan deployed chatbots that allow employees to ask HR representatives questions in the language of their choice. The bots will translate the question to English for the representatives who will respond in English, but the responses are translated back to the employee's desired language.
Overall, Marsh McLennan wants to move beyond the systems it had in the past to create a more dynamic and AI-assisted employee and customer experience.Meanwhile, no industry has seen more change than healthcare in the past several years. McKesson Corporation distributes pharmaceuticals and provides health information technology, medical supplies, and care management tools. The company delivers a third of all pharmaceuticals used in North America and employs over 78,000 employees.
The company also noted that how it communicates information is critical. Inbound call oversight is essential because McKesson operates in a world where it needs a scripted answer for each question, such as how to handle adverse medical events like numbness or headaches. It must report any issues to the pharmaceutical manufacturers within 24 hours.