Case Study: Integrated Care 24

Challenge

IC24 connects millions of UK citizens with in-person and virtual healthcare services, 24 hours a day, seven days a week. Yet, our previous manual auditing processes only captured around 1.8% of its patient encounters for evaluation. However, with the implementation of Nexidia, a cutting-edge technology, we’ve been able to analyse 100% of our interactions, measure processes to enhance safety and report on all our patients' satisfaction through sentiment analysis. This technological advancement has significantly improved our operational efficiency and patient care. When the COVID-19 pandemic sent its workforce home, IC24 immediately felt the strain of increased demand and remote work. Suddenly, patient insights weren’t just an operational niceto- have: They were a critical enabler of more effective virtual care.

“In our field, speech analytics were considered to be out of reach, but Interaction Analytics was able to demonstrate the art of what was possible..”

KIERAN ARKLEY

SENIOR INSIGHTS ANALYST
INTEGRATED CARE

Solution

With AI-enabled Interaction Analytics, IC24 began automating elements of its internal customer sentiment mapping and more than 70% of its NHS-required auditing processes. Identified redundancies in the IVR reduced IC24’s message duration by 27% and its AHT by 16 seconds. Interaction Analytics is empowering IC24 to get proactive by connecting various health issues—from Strep A to COVID-19 blood clots—with social factors, like the cost-of-living crisis and public transportation shut-downs, enabling IC24 to proactively improve its services to power better patient outcomes.