![]() ![]() Within a 12 month period it has 18 new services running. This then snowballed into looking at different cloud services. Sutter explains that this all began by initially using DevOps to increase the throughput of delivery of its services. In a post-keynote interview with Diginomica, Chris Sutter, cloud architect at NHS BSA, and Curry explained that the use of AWS Connect and Lex were part of a wider strategy to use a range of cloud services and to be cloud agnostic. Furthermore, over 75 percent of the calls were handled within six minutes, and the contact centre had a 26 percent reduction in traffic.Ĭurry believes that a project like this using traditional technology would have taken four to six months rather than two weeks. Overall, only 663 calls were dropped by Lex (6.5 percent) – which meant the trial was successful. There were 5215 calls transferred to operators, where Lex did provide some information but as it wasn’t integrated with backend services, the call still had to be referred to an operator to complete the last bit of the transaction. So it took us two weeks of work to get a 40 percent reduction of call volume – so it was very successful. ![]() It implemented the service after only two weeks – which particularly impressed Curry – and then it had the service operational for three weeks, with the service going 24-7 for the last five days of the trial.Īlthough the organisation picked November for the POC – which meant it wasn’t very busy in dealing with European Health Insurance Card related calls, Curry said that the organisation received 10,914 calls, of which 4316 calls were resolved by the Lex service. We wanted to test whether we could automate the service and reduce the call centre load by providing simple answers to information, advice and guidance.Īfter a call with the company’s cloud brokerage partners Arcus Global and the AWS team, the organisation’s call centre management team, two of its technical team and some business users worked on building the service for NHS BSA. Fail fastĬurry explained that the organisation tool a ‘fail fast’ approach, meaning that if a specific service didn’t work, it could test something else – but it wanted to do this quickly. The traditional on-premise infrastructure we had in place was not efficient to deal with the scale of calls.īy improving the scalability, the NHS BSA would also benefit from cost savings, he added. Curry said:įor example, if Martin Lewis was to suggest that people needed a European Health Insurance Card, we would get a huge spike in traffic. In addition, the organisation wanted scalability so that it could lower call wait times in busy periods. With this high volume of people contacting the organisation, NHSBSA wanted to scale its services to meet the demand, and provide a better services for its users.ĭarren Curry, chief digital officer of NHSBSA, told delegates at the keynote of AWS Summit in London last week that this meant being able to offer its services outside of the traditional 8am to 6pm timeframe, and enabling its contact centre operators to focus on customer queries that require more support – for example, questions about whether the European Health Insurance Card can be used in France could more easily be dealt with without human intervention. NHSBSA has 450 contact centre operators who deal with just short of five million interactions per year – with about 300,000 calls that can be answered through non-intelligent voice automation. These include prescription services, pensions and the European Health Insurance Card. ![]() The organisation, which is an executive non-departmental public body of the Department Health, provides support services to the NHS in England and Wales, with a range of services being offered to NHS organisations, contractors and patients. ![]() The NHS Business Services Authority (NHSBSA) has implemented cloud-based contact centre Amazon Web Services (AWS) Connect and deep learning chatbot service Amazon Lex to help improve user experience, increase efficiency and cut costs. ![]()
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