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Defining Intelligent Routing and Its Impact in Healthcare

Intelligent Routing and why it matters to healthcare

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In today’s fast-paced world, large-scale organizations regularly deal with a high volume of client inquiries. Managing hundreds and even thousands of calls daily can be a daunting task. This especially rings true for professionals in the medical field. Fortunately, the latest technological developments have enabled healthcare providers to overcome such challenges.

One innovation that has brought great benefits in healthcare is intelligent routing (IR). In the United States, healthcare centers are dealing with an increasing number of non-English speaking patients. Language barriers can pose challenges for medical professionals when administering treatment and this development greatly emphasizes the need for medical interpretation services.

In Boostlingo’s case, IR serves as the building block of our very own propriety routing engine. Thanks to the capabilities of IR systems, we’ve assisted medical centers by significantly improving speed to care and treatment quality for patients who can’t or have difficulties communicating in English.

What is Intelligent Routing? How Does It Work?

Intelligent routing is a technology that quickly guides messages or calls to the right place, department, or person based on specific information. It is widely used by contact centers since the functionalities of IR systems enable them to direct clients to representatives who can effectively address their needs.

Whether the query arrives via call, email, or a mobile app, IR systems can efficiently gather and process essential information from a user. Here’s a brief overview of how intelligent routing works:

The user initiates contact and provides essential information

The process begins with the end user providing data. During this initial interaction, the IR system gathers all essential information (i.e. nature of the user’s inquiry, language preferences, location, etc.) and takes note of other specific requirements.

The IR system gathers and analyzes user data

The IR system conducts a comprehensive analysis of the user’s information. In line with the initial data collected, the system examines important factors such as the user’s previous interactions, the availability of qualified representatives, and more.

The IR system finds the best match

Once data is processed, the system adheres to a strict set of criteria to identify the most appropriate representative for the task. Once processing is complete, the system makes an intelligent decision as to whom the inquiry should be routed.

Why Intelligent Routing Matters for Healthcare Providers and Interpreters

Intelligent routing has asserted its relevance in medicine since the technology eliminates friction between healthcare providers and interpreters. Instead of being transferred multiple times or asked to hold the line, IR systems allow language service providers and medical centers to quickly assign the right interpreters to doctors.

Consider this scenario for more context:

A Spanish-speaking patient gets rushed into the emergency room and there’s no available doctor fluent in the language. To ensure proper diagnosis and treatment, the assigned doctor will need to request an on-demand interpreter. With the help of intelligent routing, the provider’s request is quickly filled, and they’re connected with a qualified Spanish medical interpreter.

As a result, effective communication is facilitated between the patient and the doctor. This example proves that IR can make a significant difference in patient outcomes and can even become a difference-maker in life-or-death situations.

Benefits of Intelligent Routing Systems

The advantages of intelligent routing systems are not exclusive to healthcare centers and LSPs. From financial institutions to public service providers, organizations across different sectors also have much to benefit from this technology.

Improved user experience for clients and agents

IR systems enable quick and accurate connections between end users. In some cases, the information needed by IR systems can be pre-programmed so that the user won’t need to input a lot of data when making an inquiry. As such, streamlined communications smoothen the flow of interactions between parties.

Shorter connection times

Thanks to its routing algorithms, IR systems can quickly match inquiries with the right representatives. This reduces waiting times and users can help organizations improve the speed of their service.

Increased call fulfillment

IR systems prioritize accuracy just as much as speed. Since queries are addressed properly and quickly, improved efficiency results in higher rates of issue resolution.

Cost-efficiency and accessibility

One big advantage of IR systems is that they can optimize resource allocation. This helps organizations minimize costs and ensure that their services are accessible to all users.

How Boostlingo Utilizes Intelligent Routing

Intelligent routing plays a pivotal role for users of our solutions. Boostlingo’s intelligent routing system is highly capable, allowing end users to adjust their preferences (i.e. the interpreter’s gender, native language, or field of specialization) when looking for an interpreter.

For organizations that employ interpreters, our solutions will allow you to quickly connect staff to end users. If additional services are needed, organizations may also add the Boostlingo Hub into their routing schema. All in all, these configurations enable end users to connect with the appropriate interpreter quickly.

Artificial Intelligence and The Future of Intelligent Routing

Artificial intelligence (AI) has greatly influenced different technologies and intelligent routing systems are no exception. We can expect increased integration of AI into IR systems since the technology can empower its routing capabilities through advanced data analysis and machine learning.

In the coming years, IR systems will be able to better understand user preferences, historical interactions, and case-by-case factors to optimize routing. It’s expected that IR systems will evolve to a point where they can predict a user’s needs with minimal data input so both healthcare centers and LSPs can look forward to better routing and improved interactions.

Intelligent Routing and Improved Medical Care

With the benefits above in mind, it’s clear that intelligent routing systems are indispensable for the medical field. Ultimately, doctors will be able to shift their focus from worrying about language barriers to providing better patient care since intelligent routing will guarantee that they’re connected with the right interpreter.

If you’re looking for cutting-edge technological solutions that will make connecting to the right interpreter easier and faster, then partner with Boostlingo. Interested? Feel free to book a demo with us to learn more about our proprietary routing solutions!

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