[MUSIC PLAYING]
SPEAKER: In health care, a patient's experience
extends far beyond a doctor's visit.
They want a connection with someone
who knows how to handle their needs in
and out of the clinic in an effective and timely manner.
However, many of today's patient experiences
can be inefficient, overwhelming, and frustrating.
Providers need to find a way to connect with patients outside
of their appointments, make patient information readily
available so they have past history right at hand,
and are able to handle the many communication
channels while prioritizing patients based on urgency.
Google Cloud and Avaya have partnered
to solve for a better patient experience with Contact Center
AI.
With Contact Center AI, health care providers
can now deliver personalized patient care anytime, anywhere,
on any channel, for higher quality
outcomes for their patients.
Let's follow along with Dave, a fictional character who
just had knee surgery with Dr. Kelly,
and is part of her practice's Remote Patient Management
program.
The program allows Dr. Kelly to have continuous insights
into Dave's current status, even while he recovers
in the comfort of his own home.
With the Remote Patient Management program
and real-time smart device monitoring,
Dr. Kelly can personalize Dave's profile with his preferred
communications methods.
She can also automatically collect Dave's latest
smart device information, such as steps, heart rate, sleep,
and blood pressure.
Dr. Kelly's office receives an alert from Dave smart device,
indicating that his heart rate has exceeded
the threshold set by Dr. Kelly.
Dave is notified by an automated outbound communication,
and he is connected to a virtual agent
to collect any additional symptoms he
may be experiencing.
The virtual agent can help determine if he
requires medical attention.
[MUSIC PLAYING]
Based on the symptoms, Dave is identified as a moderate risk,
and is seamlessly connected to the most
qualified and available nurse.
Nurse Mark joins the conversation with Dave,
and is able to see the transcript of Dave's
interaction with the virtual agent, his patient profile,
and up-to-date vitals from the smart device.
Agent Assist guides the nurse throughout the patient's
entire journey to effectively triage the patient's condition,
then provides patient-specific information
appropriate to his symptoms, medication, and care plan.
This entire process is also transcribed
for a complete record.
After talking to Dave, Nurse Mark
determines that Dave's elevated heart rate is not the result
of a medical emergency.
Rather, it's a new medication that
was prescribed to reduce his risk of a blood clot.
Nurse Mark sends Dr. Kelly a request
to adjust Dave's medication.
He also triggers an SMS text message
to be sent to Dave in 24 hours to monitor his pain level,
capture a photograph of his knee,
and document any new symptoms.
Together, Google Cloud and Avaya are
able to provide proactive remote patient management
care with Contact Center AI integrated
with IoT technologies.
The solution ensures Dr. Kelly and her staff
are equipped with the proper tools
to provide Dave with the exceptional care he
needs throughout his entire patient journey.
Dave is a happy, satisfied patient who is well on his way
to a full recovery.
He readily refers his friends to Dr. Kelly's practice.
Dr. Kelly is happy because she is
able to provide enhanced remote care to more
patients, while also creating better patient outcomes,
reducing costs, and improving operational efficiency
and digital care coordination.
Together, Google Cloud and Avaya bring you the capabilities
you need to delight your patients, support your staff,
and deliver experiences that truly matter.
Reach out to your Google Cloud or Avaya representative today
to learn more, and put Contact Center AI into action.