• Implement and maintain24*7 Customer Support

  • Lower Operational cost

  • Efficiency in Business Workflows

Humonics AICase study

World’s first autonomous cloud contact Center that ensures you Never Miss a Customer's Call.
Founded: 2017, Employees: 50, http://www.call-ai.com, Headquarters:Gurgaon, Haryana, India

Humonics global offers a platform to create an end-to-end solution for better customer service and engagement. Humonics is having World’s first Autonomous Cloud Contact Center. Now you will never miss your customer call. It brings unique and innovative AI products that can help businesses and their customers deliver quality and exceptional service.

With the rise in accessibility and affordability of the internet, people are spending more time accessing the internet than ever before. The change in the form of communication in the user behavior needs businesses to change their way of communication too.

The call centers used to look cool and enough for helping and communicating with users.

Still, at present, users are not interested in calling and then waiting for 10 minutes to just get some information that could have been accessed through a short message.

People use different channels to interact with different people for different purposes. Moreover, people use multiple mediums daily to interact with each other, which is why it becomes quite important for businesses to be able to handle communication on all the Platforms.

According to the Harvard business review, businesses are losing money by spending them on outdated and less useful technological equipment rather than adopting cloud-based business solutions. How adopting a cloud contact center will change your business.

HIPAA and why is it required?

HIPAA, basically known as “The Health Insurance Portability and Accountability Act of 1996”, sets the regulatory standards that outline the lawful use and disclosure of protected health information.

Business Goals

HIPAA exists to maintain the individual’s privacy and ensure everyone has complete control over the copy of their medical data. These issues relate to civil rights. It protects everyone who creates, stores, or uses the individual’s health information.The security roles ensure to protect the medical data privacy of every human existing. At the same time, it allows new technology to cover entities to adopt new running technologies to improvise the efficiency and the quality of medical care.

How can be this done through Humonics AI?

Humonics helps in Activate the Conversational Al oriented Digital Humans for HIPAA, Pre-Authorization Status process on self-service mode.Humonics AI provides natural Language query processing with modules like Speech Recognition, Text-to-Speech, deep learning models.Humonics services help Live AgentTransfers, in case of authentication failure. User requests post HIPAA verification with context to current conversations.Humonics platform helps to analyze the data and reports to measure the accuracy level. Also, the performance of the digital humans, enhance the customer conversations, Identify user queries, Business KPI and so on.

How can claim processing be completed by Humonics voice bot?

  • 70% of calls related to HIPPA are successfully reached to closure directly through Humonics voice AI
  • 30% of calls related to status checking directly handled by the voice AI
  • 45% of reduction records in calls average handle time
  • 20% reduction records in OPEX cost as of now.

Technology Spectrum

The application is built on AWS using MEANstack and Python for development of Frontend, APIs, ML models and AI algorithms.

NodeJS

Node is an open-source server environment. It allows you to run JavaScript on the server.

Angular

Angular is an application-design framework and development platform for creating efficient and sophisticated single-page apps.Angular is a development platform, built on TypeScript. As a platform, Angular includes:

  • Component-based framework for building scalable web applications
  • Collection of well-integrated libraries that cover a wide variety of features, including routing, forms management, client-server communication, and more
  • Suite of developer tools to help you develop, build, test, and update your code

With Angular, you're taking advantage of a platform that can scale from single-developer projects to enterprise-level applications. Angular is designed to make updating as straightforward as possible, so take advantage of the latest developments with minimal effort.

MongoDB

MongoDB is a general-purpose, feature-rich, and powerful document-based NoSQL database that provides efficient and flexible storage for a variety of different types of data sets.

Python

Python is a powerful programming language. It has efficient high-level data structures and a simple but effective approach to object-oriented programming. Python’s elegant syntax and dynamic typing, together with its interpreted nature, make it an ideal language for scripting and rapid application development in many areas on most platforms.

  • Python is a popular Programming Languages for AI/ML There are many applications of AI/ML technology, from creating enterprise applications to large-scale projects.
  • Python is a programming language with a high level of flexibility and is the ideal language to meet the high demands of an AI application that requires deep learning, natural language processing, image, and text analysis etc.

Solution

AWS
NodeJS
Angular
Mongo DB

Results

  1. Humonics AI powered Digital Human
  2. Streamlined handling of Incoming Support calls over IVR with minimal human intervention
  3. Lower Agent Utilization thus reducing cost
  4. Infrastructural ability to Scale volumes with negligible ramp-up time
Download Humonics Case Study