alt Hacker NewsNPS typically improves because no one stays on hold for 20+ mins anymore.
People have no ideas have pharmacies work. Pharmacies don't control how much they pay for drug, or how much they get paid. The margins are terrible and you can't hire enough techs to answer the phone at peak call volume. So - most people experience are terrible as they wait on hold for a really long time.
EVEN if the AI is a little rough around the edges with relational calls, just solving for transactional calls with no hold is a massive win.
Replies
> EVEN if the AI is a little rough around the edges with relational calls, just solving for transactional calls
So "AI" treats relatonal as excluding transactional??
EVEN if the AI is a little rough around the edges with relational calls, just solving for transactional calls with no hold is a massive win.
You keep saying that reducing call time is the "win." It seems like that the only metric you're measuring. If so, your product is a failure, not a success.
This is HEALTHCARE. You don't get to do "rough around the edges." You don't get to dismiss edge cases.
I also work in healthcare tech. My company doesn't permit such things because people die. I'll write it again because it's a point that tech fetishes can't get into their heads:
People die.
I'll gladly take a 20min hold after having to resort to screaming "give me a fucking human" or driving the the pharmacy JUST TO TALK TO a human in the exceptions, which seem to be about 75% of my interactions with CVS/Walgreens AI agents.