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Health Advisor Intelligent Virtual Assistant Guide

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Healthcare networks, hospitals, and physician practices are looking for new and better ways to leverage web and mobile technology to find, attract, and retain high-value patients. Branded virtual …

Healthcare networks, hospitals, and physician practices are looking for new and better ways to leverage web and mobile technology to find, attract, and retain high-value patients. Branded virtual assistants can help executives, IT professionals, and healthcare marketers improve their competitive position and increase revenues by responding to the increasing demand for a rich, interactive, and personalized user experience.

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  • 1. Guide Powered by engage optimize assist brand assist retain listen Health Advisor Intelligent Virtual Assistant Solutions acquire
  • 2. Introduction Intelligent virtual assistants are the key to accelerating your patient engagement, wellness participation, and eHealth initiatives. Healthcare networks, hospitals, and physician practices are looking for new and better ways to leverage web and mobile technology to find, attract, and retain high-value patients. Branded virtual assistants can help executives, IT professionals, and healthcare marketers improve their competitive position and increase revenues by responding to the increasing demand for a rich, interactive, and personalized user experience. Virtual assistants empower patients through the use of web and mobile based interactivity and tools to effectively accomplish online goals. A wide range of organizations are integrating intelligent virtual assistants as a core piece of technology to enhance the healthcare consumer experience, increase efficiencies, energize mobile engagement, and improve wellness participation rates. In fact, according to Gartner, by the year 2015, a virtual assistant will be a standard component of online interactions1. This guide reviews some market drivers which are spurring innovation in patient engagement and wellness participation. In addition, it overviews the main capabilities of the leading virtual assistant solution, CIVA Health Advisor. A CIVA Guide | 2
  • 3. Health Advisor Intelligent Virtual Assistant Solutions 1. Strategic Patient Engagement Leverage web and mobile to find, attract, and retain high-value patients. 2. Prevention and Disease Management Drive down costs by increasing wellness engagement and enhancing health management capabilities. 3. Health Advisor Features 4. Customer Engagement Platform A CIVA Guide | 3
  • 4. 1. Strategic Patient Engagement Leverage web and mobile to find, attract, and retain high-value patients. Patients now seek the same level of convenience they have come to expect from online merchants and services including the availability of web-based tools. At the same time, healthcare providers must lower costs and increase revenues, requiring them to look for new ways to acquire and retain patients and compete in the eHealth space. According to a large study conducted by NCR, as more patients participate in consumer- directed care plans, they are taking greater responsibility for their medical expenses and overall health management. This shift has empowered today’s healthcare consumers to exercise greater choice when selecting a healthcare provider3. The study emphasizes the following for web self-service in healthcare: ✓ Make it fast: Providing online options can help healthcare providers meet growing patient demand for quick and convenient interactions. ✓ Make it easy: Simplifying the process of scheduling appointments, paying bills and completing forms increases patient satisfaction, drives revenue, and gives healthcare providers a competitive advantage. ✓ Make it transformative: Integrate self-service solutions across multiple channels -- online, mobile and kiosk. Healthcare executives are exploring the same interactive tools that non-healthcare execs perhaps take for granted. Today’s healthcare marketers realize that their website must do more than offer a list of providers, departments, courses or diagnostic tools. It must capture new patients by making a lasting impression through enriched features and self-service options delivered in a personalized, engaging way. A CIVA Guide | 4 According to a study by NCR2, “A significant number are looking to conduct transactions with their healthcare provider online or through a mobile device.”
  • 5. In another study by Accenture, an overwhelming 90 percent cite the web as the channel of choice for accessing health information to help manage conditions. To underscore the patient’s desire for self-service, many will choose the healthcare provider that offers these solutions over one that does not4. By providing a positive patient experience, healthcare providers can build loyalty among existing patients while attracting new ones, resulting in increased patient volume. Many look to the web for other self-service options, including: ‣83%want to access personal medical information. ‣72% want to book, change or cancel appointments. ‣72% percent want to request prescription refills. The CIVA Health Advisor solution meets this paradigm shift by optimizing and differentiating website engagement. The virtual assistant warmly greets visitors and effectively guides patients to pertinent hospital/office information and can enhance existing search, knowledge base, and symptom finders with conversations and props that maximize the online experience. A CIVA Guide | 5 Click here to watch CIVA Health Advisor “Loretta” educate a patient prior to the visit and take an appointment right online. 1. Strategic Patient Engagement Leverage web and mobile to find, attract, and retain high-value patients.
  • 6. 2. Prevention and Disease Management Drive down costs by increasing wellness engagement and self-management capabilities. More than ever, organizations recognize that a healthy workforce has an important effect on the bottom line. Wellness programs reduce healthcare costs but encouraging participation is a challenge. In fact, according to Towers Watson, a culture of workplace health and effective wellness and productivity programs combined with monetary incentives drives high rates of participation. As of a 2011 report, employers that offered financial incentives for health risk appraisals, earned a 46% employee participation rate, compared with 19% for those that do not. Conversely, participation rates in disease management programs were low among all respondents, regardless of financial incentives, at just 14%, and show little responsiveness to incentives, increasing to just 16% where incentives were present5. Although financial incentives demonstrate some impact, long-term, organizations and insurers need to consider motivational factors that exclude or lessen reliance on these incentives, especially when considering disease management programs. This is where the CIVA Health Advisor can make the difference by substantially improving wellness participation through online engagement. A CIVA Guide | 6 According to a study by Towers Watson6, “Technology can also be effective at promoting positive peer attitudes on health and healthy behaviors, which behavioral economics research showcases as a very effective strategy for motivating employee response and ultimately being a catalyst for behavior change.”
  • 7. Those with chronic diseases account for over 78% of healthcare costs, and up to half those may be in non-compliance. The primary goal of physicians and care managers is to activate these patients and encourage them to take an active role when managing their health. Apart from creating better health outcomes for the patient, patients who self-manage reduce overall healthcare costs and readmission rates. In a groundbreaking study, researchers at Point-of-Care Partners, found that when patients used a web-based health management portal, they showed increased engagement and self- care through pre and post patient activation scores. Additional findings revealed that a personalized experience based on the patient’s condition will increase activation scores. Overall, the researchers concluded that web-based intervention may result in more activated patients who are more proficient and confident in managing their chronic conditions7. The Health Advisor solution can further improve health outcomes by encouraging consistent health management through emotional, personalized engagement. It’s a virtual health coach who personally greets each patient, walks them through assessments and activities, summarizes results, makes recommendations, explains procedures, gives advice, and escalates to a live health coach when necessary. A CIVA Guide | 7 Click here to watch Myra explain the health risk assessment process and the importance of a good program. At the end, she explains the report and how participants can take the next step to better their health. 2. Prevention and Disease Management Drive down costs by increasing wellness engagement and self-management capabilities.
  • 8. A CIVA Guide | 8 Key Features ‣Conversational scripts with menu driven options: Directs users through predetermined paths without missing pertinent health information. ‣Natural language response option: This type of technology allows customers and the virtual assistants to use everyday language to accomplish self-service objectives. ‣Product / Education Offers: Can recommend wellness products / courses based on personalized data or through questionnaires. ‣Form Fill: Recognizes important data and helps consumers and employees complete forms and applications. ‣Mobile: Delivers the experience to any device – a full 3D experience is available on tablets, kiosks and desktops, 2D and voice and text only is available on handheld. ‣Dialog Box Options: Choose from a range of dialog boxes that integrate with the contact center, email, live chat, a knowledge base, FAQ, and social media. ‣Seamless integration via a single line of code, cloud delivery: Any website, platform, knowledge base, or CRM. 3. Health Advisor Features
  • 9. A CIVA Guide | 9 Total choice. Total engagement. The CIVA customer engagement platform blends 5th and 6th generation virtual assistants with web APIs to create engaging, rich online experiences. CIVA operates as an overlay and is delivered seamlessly to any website, CRM, or ERP without web server tool limitations and minimal reliance on IT support — with just one line of code. It’s just that easy. 4. Customer Engagement Platform
  • 10. 2D A CIVA Guide | 10 The virtual assistant carries the persona and the intelligence driving the customer experience. Which avatar experience chosen depends on the audience, platform or objectives. virtual assistants display CIVA 2D is a non-animated two- dimensional character. Static images show different gestures and facial expressions when interacting with users. Choose speech with text or text only. CIVA 3D is a fully animated three- dimensional character. It will have a full range of motion capture (mocap) gestures and enhanced facial expressions. Choose speech with text or text only. CIVA Voice is a non-character virtual assistant that gives all of the benefits of speech and text or text only, special effects, and calls-to-action to accomplish online objectives. CIVA Text is a non-character virtual assistant that provides text only communication, special effects, and calls-to-action to accomplish online objectives. speech NLR or natural language response can be used in combination with any character manifestation. Natural language response uses sophisticated statistical modeling to identify key phrases and looks for a match in a list of example phrases that have known meanings. This type of technology allows customers and the virtual assistants to use everyday language to accomplish self-service objectives. CLR or conversation language response uses scripted conversations (speech and text or text only) based on action paths, menu driven options, and calls-to-action. The conversations are carefully crafted to match the organizational culture and target audience. CLR can be used in combination with NLR to drive specific behaviors while allowing for everyday responses from the audience and virtual assistant.
  • 11. A CIVA Guide | 11 Experience streams are a combination of avatars, conversational scripts, wizards, props, interactions, dialog boxes, calls-to- action, and navigational maps. The client services team learns about your audience, goals, content, and organizational culture. Through careful analysis, they create experience streams that reflect the brand and appeal to your customer base. On the next few pages, each component will be reviewed in more detail. experience streams
  • 12. A CIVA Guide | 12 experience streams: character combos Choose from over 500 character choices with a wide range of lifelike or cartoon males and females, varying ages, body frames, and cultural and nationality identities. Select from almost an unlimited combination of clothing, texture, hair, and uniforms. By custom order, 3D artists can create tailor-made motion capture or manual gestures to match movements specific to the audience and organizational needs.
  • 13. A CIVA Guide | 13 experience streams: videos/scenes script import recording and animate place video “conversations” into segments Our client services teams ensure the organizational personality comes through in the words, gestures, and expressions. Creating conversation videos are very much like making a TV or movie production. The experience stream is comprised of a script, professional audio, character animation, and adding those videos into proper segments. After crafting the script and recording the scenes, the animation of the character takes place in our award-winning software called Studio. Once the scenes are exported, they are uploaded into our proprietary development tool which enables the client services team to program the video segments to play right on cue.
  • 14. A CIVA Guide | 14 experience streams: wizards Wizards entail creating guidance on an already existing form or application or creating a new one to meet objectives. CIVA integrates with already existing help buttons and provides additional voice or text explanations. Customers can be walked throughout the entire process or access CIVA only when needed. Think of it as a second pair of eyes which encourages users to stick with it and complete the transaction. navigating complex selections lengthy application shopping/ add-to-cart custom questionnaire
  • 15. A CIVA Guide | 15 The CIVA solution comes with props that illustrate intent, give instructions, emphasize multimedia, act as online tools, or display product images. experience streams: props
  • 16. A CIVA Guide | 16 Dialog boxes are almost as unlimited as character choices. CIVA is able to integrate ecommerce options, serve up web pages, provide forms, display appointment setting options, and much more. Client services ensures prominent calls-to- action and menu options for popular navigation choices. And all boxes are branded with the logo and online color palette. experience streams: dialog boxes
  • 17. A CIVA Guide | 17 Calls-to-action enable customers during the self-service process or prompt them to take specific actions during the virtual assistant conversation. The conversation is precisely timed with the call-to-action so users take next steps, learn about the website, read important information, fill out forms, or accurately complete transactions. experience streams: calls-to-action
  • 18. A CIVA Guide | 18 In addition to creating engaging and interactive conversations, the client services team determines how to best optimize the overall experience. Based on their analysis of the website and through discovery analysis with your team, they create a map of all possible navigation pathways. In turn, this involves creating conditional conversations, options for “park” and “unparking” conversations, idle timing and gestures, and conversation completions. experience streams: navigational mapping
  • 19. A CIVA Guide | 19 CIVA integrates with any knowledge base, chat, callback platforms, CRM or ERP systems. The proprietary CodeBaby Delivery Manager (CDM) intelligently manages the virtual assistant experience by deciding which content to load, which integration to enable, or where to interact. When necessary, the CDM can even pre-load content, thereby ensuring a smooth, real-time experience. Additionally, all CIVA content is the last to load, so there is no website or platform conflict. APIs and mashups Integrates with any proprietary knowledge base, CRM, or ERP system. No IT resource dependency. Delivered directly to the web browser via one line of code. Expands self-service to social media channels or other Internet enabled services like Google Maps. Can connect users or bring those features into the virtual assistant dialog box. Offers multiple contact channels and escalation capabilities including live chat, callback, callout, email, message, and appointment requests. Interacts with website components such as forms, buttons, menus, and navigation to engage and help users make efficient, well-informed decisions.
  • 20. A CIVA Guide | 20 Use the power of CodeBaby Analytics to track and measure related metrics. For in-depth analysis, there are several detailed reports - Clicks, Keys, Pages, and Videos. The client services team in partnership with your organization sets goals and event metrics to adhere to KPI’s at the time of CIVA provisioning. Weekly email alerts, detailed monthly, and executive summaries are included in the CIVA subscription. sample metrics* ‣Visitors: Views the total number of unique individuals that accessed the website and can be tracked by CIVA. ‣Clicks: Total number of times a visitor used a CIVA optimized interaction such as clicked a link or web page. ‣Page Views: Total number of times CIVA enabled web pages were viewed by visitors. ‣Page Assists: Total number of times CIVA services were used. ‣Key Events: Details on goals and key events performed by customers. ‣Videos: In-depth breakdown of all CodeBaby videos and segments viewed by customers. ‣Impression Hours: Total time in hours CIVA was available and viewed. *each of these metrics can be drilled down to provide detailed reporting managed services include: • customized account setup • A / B split testing • multiple goal and key events metrics • monthly executive summary with analysis analytics
  • 21. Health Advisor Intelligent Virtual Assistant Solutions Ready to energize online patient engagement? Contact us for more information, for a personalized demo, or ask for an assessment that helps you provide the business case and data points to articulate the value of implementing CIVA Health Advisor solution. Learn More: Go to http://codebaby.com/online-solutions/health-advisor/ Email info@codebaby.com Sources: 1 Johan Jacobs, “Key Considerations for Virtual Assistant Selection”, Gartner, July 29, 2010 (http://www.gartner.com/id=1412520) 2 NCR Corporation, “NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions.”, NCR Corporation, 2009 (http:// c3185012.r12.cf0.rackcdn.com/v3-docs/dce76acfca9f5049329109f8fbc49365/hc_ss_consumer_resch_wp.pdf) 3 NCR Corporation, “NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions.”, NCR Corporation, 2009 (http:// c3185012.r12.cf0.rackcdn.com/v3-docs/dce76acfca9f5049329109f8fbc49365/hc_ss_consumer_resch_wp.pdf) 4 Accenture, “Is healthcare self-service online enough to satisfy patients?”, The Accenture Connected Health Pulse Survey, 2012 (http://www.accenture.com/SiteCollectionDocuments/ PDF/Accenture-Is-Healthcare-Self-Service-Online-Enough-to-Satisfy-Patients.pdf) 5 Towers Watson and National Business Group on Health, “Pathway to Health and Productivity”, 2011/2012 Staying@Work Survey ReportTM, 2011 (http://www.towerswatson.com/ assets/pdf/6031/Towers-Watson-Staying-at-Work-Report.pdf) 6 Towers Watson and National Business Group on Health, “Employer Survey on Purchasing Value in Health Care”, 2012 (http://www.towerswatson.com/assets/pdf/6556/Towers- Watson-NBGH-2012.pdf) 7 Michael Solomon, MBA, PhD, “Effects of a Web-Based Intervention for Adults With Chronic Conditions on Patient Activation: Online Randomized Controlled Trial”, Journal of Medical Internet Research, February 21, 2012 (http://www.jmir.org/2012/1/e32/) A CIVA Guide | 21 © 2014 CodeBaby.com, Inc. All rights reserved.
  • 22. A CIVA Guide | 22 © 2014 CodeBaby.com, Inc. All rights reserved. Request a Demo Call +1 877.334.3465 Email info@codebaby.com Go to http://codebaby.com/online-solutions/health-advisor/ About CodeBaby: CodeBaby Corporation is a global customer engagement technology company founded in 2001 by two Canadian physicians turned gaming entrepreneurs (former CEOs of Bioware and executives of Electronic Arts). Leveraging emotional engagement and gaming expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, financial services, banking, and eCommerce. Follow us @CodeBaby. Written and Designed by Audrey Dalton, Director of Content Marketing