Streamlining Call Center Operations and Onboarding with Krista

Reducing Wait Times, Streamlining HR, and Improving Patient Care

Overwhelmed by Inbound Calls and Cumbersome Onboarding

A regional healthcare organization handling 60,000 calls at its main office—and 75,000 more across individual clinics—struggled to manage this enormous call volume with limited technical resources. Repetitive inquiries about appointment dates, clinic addresses, and prescription refills bombarded the team, draining both staff capacity and morale. Simultaneously, the organization’s employee onboarding process was bogged down by multiple disconnected systems, requiring manual form-filling and complicated provisioning steps for new hires. Together, these obstacles prevented staff from delivering prompt service to patients and hindered an efficient start for new employees.

Escalating Frustration and Operational Inefficiency

As call volumes spiked, the situation became increasingly critical:

• Long Wait Times: Insufficient manpower and repetitive inquiries led to patient frustration and higher abandonment rates.
• Risk of Burnout: Overwhelmed staff struggled to balance call resolution with other duties, while new employees faced onboarding bottlenecks.
• Cumbersome HR Processes: IT personnel showed little interest in integrating multiple email servers, identity and access systems, and a separate payroll platform—a patchwork that further delayed onboarding tasks.

Without an automated solution, the organization risked diminishing patient satisfaction, higher attrition, and ongoing inefficiencies that held back overall productivity.

Revolutionizing Call Center and Onboarding with Krista

To improve both the patient and employee experiences, the healthcare organization deployed Krista, an AI-driven, conversational automation platform capable of operating and orchestrating complex processes:

1. Automated Inbound Calls
   1. Krista’s voice interaction capabilities filter and respond to common questions—such as scheduling, clinic addresses, and prescription details—freeing staff for more critical tasks.
   2. Initially set to handle 6,000–8,000 of the main office’s 60,000 monthly calls, Krista is already slated for expansion across all clinics, covering 70,000 additional calls.
2. Streamlined Onboarding
   1. Krista integrates with the organization’s existing systems—including a bespoke CRM, big data platforms, and a SaaS payroll system—to automate provisioning and access requests tied to onboarding.
   2. Krista dynamically involves a “human in the loop” to orchestration exceptions, ensuring every new hire receives the correct resources and training.
3. Frictionless NLP-based Integration
   1. Krista’s orchestration aligns with the healthcare provider’s existing workflows and IT environment, reducing the need for massive system overhauls.
   2. By consolidating processes into a single dashboard, Krista fosters visibility, simplicity, and rapid troubleshooting for both call center agents and HR teams.

Transformative Results: Faster Service, Better Onboarding

Since implementing Krista:

• Significantly Reduced Wait Times: Automated calls have lightened staff workload, allowing agents to handle complex patient issues more quickly and effectively.
• Improved Patient Satisfaction: Shorter queue times and faster resolution bolster the organization’s reputation for responsive care.
• Simplified Onboarding Process: Automated data collection and provisioning ensure new hires settle into their roles more efficiently, reducing errors and bottlenecks.
• Enhanced Operational Efficiency: A unified approach to calls and onboarding frees staff to focus on high-value tasks, promoting greater engagement and job satisfaction.

Embracing a Broader Digital Transformation with Krista

Enthused by these early successes, the healthcare organization views Krista as a catalyst for broader automation initiatives. Plans are underway to extend Krista’s capabilities beyond the call center and HR onboarding to other departments—enabling further improvements in service delivery, patient care, and operational excellence. By continuing to deploy Krista’s AI-driven automation, the organization aims to stay at the forefront of patient satisfaction and streamline healthcare operations for the long term.