Roni Jamesmeyer, a seasoned Healthcare Manager at Five9, has a rich background in catering to the software requirements of a diverse range of organizations, including Fortune 500 companies, Government agencies, and medical institutions, throughout her extensive 20-year career.
As the landscape of technology continues to evolve, she expressed, “My role has always centered around helping clients navigate new challenges and solve critical issues, and truthfully, I have never been more occupied or motivated.” The current scenario presents organizations with a myriad of priorities concerning effective communication and the overall interactions that clients, service personnel, and employees have with a company. Establishing collaborative, results-driven relationships with clients is crucial in tackling this significant task.
Given the increasing emphasis on simplifying legacy technological challenges and transitioning towards cloud-based contact centers, the expertise of consultants and business partners with practical experience holds more value than ever before.
Motivation behind Choosing this Career Path
“My experiences have ignited a keen interest in self-service, agent, and supervisor tools, coupled with a passion for cloud technology.”
“Over the past two decades, I have witnessed the remarkable advancements in technology. However, the present era is undeniably the most captivating period to be involved in our industry. As we emerge from the pandemic, we step into a new realm where digital transformation presents fresh opportunities. We are witnessing a wave of innovations aimed at reshaping conventional notions of customer support.”
Insight into Five9
With a global clientele and processing billions of calls annually, “Five9” stands as a prominent provider of cloud-based call center solutions. Our mission revolves around ensuring the satisfaction of call center partners.
“Given that a significant portion of individuals today find their interactions with call centers to be arduous, complex, or stressful, our objective is substantial. By introducing a comprehensive handbook designed to alter these negative perceptions, we aim to redefine the narrative. At Five9, we believe that AI and robotics technology hold the key to fostering positive experiences for agents, clients, and business partners worldwide. Our aim is to cultivate an environment where every interaction is a slightly more gratifying experience for all parties involved.”
We firmly believe that agent empowerment should lie at the core of any new strategy. At a time when organizations grapple with numerous workforce challenges such as the Great Resignation, skill shortages, and escalating employee expectations, it is imperative to chart a path for development. We are convinced that contented and well-informed agents will ultimately lead to happier customers, as they often serve as the unsung heroes in the realm of customer experience.
Insights on FOI Outcomes and NHS Ambulance Trusts
According to a survey where 42% of NHS Ambulance Trusts responded, less than 10% of the 999 calls they receive are deemed life-threatening. Between 2022 and 2023, 75% of all NHS Ambulance Trusts reported that AI technologies handled 10% or fewer 999 calls. The primary hindrance to widespread implementation cited was a lack of awareness. The government is currently striving to integrate AI into healthcare services through its innovative workforce strategy, acknowledging the necessity to instill confidence in AI among the workforce.
Despite the escalating call volumes to 999 services, 67% of NHS Ambulance Trusts do not plan to utilize AI for call prioritization in the next 12 months. Surprisingly, only one Ambulance Trust intends to leverage AI within the next three to five years. Our findings underscore the immediate requirement for AI literacy. Officials must grasp the benefits it offers and the transition from outdated technologies to modern frameworks.
75% of NHS Ambulance Trusts responded to a request for information.
Role of AI in Ambulance Operations
For the NHS and its emergency services, AI holds the promise of being transformative. It presents an opportunity to alleviate the pressure on staff and potentially offer future-proof solutions.
Our Nous analysis sheds light on the untapped potential of AI in managing high call volumes and providing data for call-handling personnel. Technologies like Intelligent Virtual Assistants can optimize triage procedures as the winter flu season approaches, ensuring appropriate care allocation while prioritizing critical cases.
AI enables healthcare professionals to swiftly assist in remote operations during emergencies and manage fluctuating call volumes effectively. Leaders can enhance workforce management by scheduling efficiently, monitoring real-time adherence, and forecasting demand. Access to real-time comprehensive KPIs, staff metrics, and support mechanisms during calm interactions empowers managers.
This approach not only enhances patient care but also mirrors the success achieved by forward-thinking organizations in boosting client engagement. The next logical step in safeguarding NHS emergency services should involve leveraging AI to ensure prompt and appropriate treatment for individuals.
Future Plans for the Next 12 Months
With ChatGPT and GPT-3, AI can now discern tone and language without the need for industry-specific models. This advancement will streamline the democratization of AI in communication services, including the open market, at Five9 over the next 12 weeks. Envisioning a future where every call, chat, and email benefits from AI analysis, summarization, documentation, and follow-up capabilities, we believe this embodies the essence of the forthcoming telecommunication technology wave.
