Company: CGS, New York, NY
Company Description: For nearly 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - All Other Industries
 Nomination Title: CGS Ai Technology Solution Improves Healthcare Services
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 100 words used.
Testimonial Hospital La Florida Chile Nov. 2022
“With CGS and its AI scheduling solution, we have been able to optimize doctors' time, allowing them to deliver better quality care to patients. It has helped us reduce our no-show rate by 22.5%, which has meant giving care to hundreds more patients, as well as highlighting the substantial growth in improving the patient experience. CGS and its SmartCall / AI solution has been very efficient for us”
[REDACTED FOR PUBLICATION]
Hospital Clinico La Florida
[REDACTED FOR PUBLICATION]
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 245 words used.
CGS Ai Technology Solution Improves Healthcare Services
In its delivery of outsourced customer support services for its healthcare service customers, CGS developed and implemented a proprietary AI-driven solution, the CGS Smart Appointment Contact Solution, for private hospitals throughout Chile, including Hospital La Florida, [REDACTED FOR PUBLICATION]. Managing the schedules of healthcare services is complex in general but even more so when coupled with growing demand of patients for better services with a limited supply of healthcare and hospitals services.
The Ai solution streamlines the appointment process by tracking and monitoring the rate of no-shows, to identify patterns in which patients are likely to cancel or not show up at all. Algorithms review patient (customer) metadata. Once the patients are classified, the system may consider double-booking certain time slots for the hospital or doctor’s office for those patients that have a higher risk of cancellation. In addition, agents are enabled to proactively call the patient to confirm hospital visits, exams, procedures, or schedule changes, manage the waiting list and decrease no-shows. In so doing, the number of patients increases to fill those open appointment slots and make up for lost time and revenue. It contributes to the correct scheduling for doctors, maintaining an optimal environment for physicians and their patients. And it reinforces hospital resource effectiveness and space optimization.
The outcome is improved scheduling between the patient and the healthcare provider resulting in improved care and satisfaction for the patient.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 155 words used.
CGS is a leading global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA and augmented reality (AR) technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. Customers include Toshiba, Dell, Okta, T-Mobile, Cuisinart, Comcast, Assurant and Merz Pharmaceuticals. CGS agents handle more than 100 million transactions per year and speak more than 28 languages covering 2.25 billion people around the globe. The company's innovative, scalable and flexible business process outsourcing (BPO) solutions include technical and customer support, tele sales, channel enablement and back-office support.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 219 words used.
CGS Ai Technology Solution Improves Healthcare Services
Over a 6-month period, CGS’ AI-driven SmartCall handled more than 418,000 appointments, proactively contacting the patient to confirm hospital visits, exams, procedures, or appointments; managing the waiting list to decrease no-shows. There was significant reduction in no-shows of patients who responded to confirmations (16.4%) versus those who did not (26.7%).
The difference was even more evident based on the method used to set the appointment: Ai driven digital method saw 14.1% of no shows versus 21.8% of no-shows for those appointments set by telephone, even though Ai driven digital methods handled nearly three times more requests than by telephone.
With this, it was demonstrated that the integrated contact center communications system helped to streamline each doctor's schedule and provide metrics that had previously gone undiscovered. The benefits of faster and more efficient communications, integrated with each hospital’s IT system, allow for greater efficiency and synchronized agendas, providing superior customer service and improving the patient-doctor relationship, while helping the doctor to manage his valuable time in the best possible way. CGS has proven that its AI-powered appointment scheduling simplifies the lives of patients, doctors, and hospital administrators by optimizing time management and thereby addressing a critical need: ensuring people have access to medical services when they need them.
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