Introducing careCycle Softphone - Manual Resolutions Directly in careCycle

Inquiries have already been used to solve thousands of beneficiary questions and concerns before they become complaints.

And a lot of folks are using it for the time savings on Care Cycle callbacks, the ability to resolve customer questions end to end without even having to get on the phone.

AI handles that callback and tracks the resolution status automatically for you.

But what happens when you have a little bit of a more nuanced question and you need to get on the phone with that beneficiary?

You might need to talk something through with them.

You might need to ask follow up questions.

Well, recently we've heard that a lot of folks are needing to copy and paste numbers into external phone systems and take that call elsewhere.

Now, the disadvantage of that is not only that you need to do the copying and pasting and switch tabs once again, but that call also isn't tracked and appended to this ever growing customer contact history within CareCycle, which you can use and AI can also use to be a better teammate for you.

That's why we're really excited to announce inquiry callbacks and the CareCycle softphone more broadly.

So now if you have a manual resolution in Care Cycle, you'll see an option pop up to call that customer.

With one button, we call the customer.

This call is transcribed and recorded and fittingly, the resolution status is also tracked end to end, just like with the Care Cycle callback.

Hello?

Hey, Alex, I'm calling on behalf of Danny here.

I see you had a question about your Humana plant.

That's right, yeah.

So I see that you had a question about your insulin cost.

Wanted to let you know that your insulin is capped at A$35 copay, or 25% of the cost, whatever is lower.

that applies for every tier.

does that answer your question?

And that's my copay on the plan.

That's your copay for insulin.

Okay, that's good.

Thank you.

Yeah, perfect.

Okay, thank you very much.

Thanks for being a valued member of example Care.

Okay, thank you so much.

There we go.

So we hope you have a great time manually resolving inquiries and also allowing AI to be a better team member for you if you have any questions, concerns, additional suggestions.

We have a lot of very exciting things coming down the pipe for you on inquiries and the soft phone more broadly.