Reduce Average Handle Time up to 35% with auto-summary

What is it?

State of the art natural language processing (NLP) that automatically summarizes and classifies even very complex calls, saving representatives up to 35% of average handle time (AHT) by radically reducing after call work (aka wrap time). 

How does it work? 

Customers can quickly realize significant ROI by reducing the time spent documenting calls by up to 75% for even the very complex call types across industries. Typically, this yields about a 35% reduction in AHT. 

Sample use cases in healthcare include prior authorization peer-to-peer, care management, medical device complaint handling, pharmacovigilance, claims and benefit calls. Other sample use cases include debt recovery calls, workers compensation, or disability claims. 

What's required to implement it?

Works with any Verint version that is accessible via API (cloud) or SDK (on-premises)  

Using the Birch Assist enables the following key benefits: 

While reducing cost and time, Birch Assist also improves quality and consistency, and frees your highly trained employees from burdensome documentation work. Birch Assist seamlessly integrates with your existing CRM and call center software stack, and it can be deployed via the Birch PCI/HIPAA-compliant environment, on the Verint Cloud, or in your own AWS, Azure, or GCP cloud instance. 

BirchAI is a venture-backed spinout from the Allen Institute for Artificial Intelligence, the leading AI research organization in the US.