Following up with Avaya UK on October’s Perspectives on COVID-19 contact tracing and the use of AI to automate virtual agents for initial contact, they have released details on their contact tracing application that integrates with current Avaya software or into a company’s call center system. Based on their materials, it automates the initial contact with the individual using natural language text to a smartphone or tablet messaging app, web chat, or email. AI in the contact tracing app helps to screen the response and directs it to the correct agent. Augmentation tools provide real-time prompts and suggestions during a live call with the individual. Notifications can also be automated and also individual follow up can be made via text message. Additional features are detailed on their web page and in the contact tracing overview (PDF). Having heard horror stories from friends who have been subject to contact tracing and follow up apps in the wake of COVID-19 contacts and diagnoses, a great annoyance was daily live phone calls with agents repeatedly asking the same information and making the same assistance offers. Text messages would have been far more acceptable and directive.
Contact tracing is a part of their OneCloud Communications Platform as a Service (CPaaS) which enables organizations to design their own applications and workflows with a platform that supports SMS, MMS, voice, messaging, transcriptions, and digital channels. With vaccination now front and center, for provider organizations, OneCloud can be used to build systems for COVID-19 vaccination information access, recruiting staff, and administering the process. Additional details are in their OneCloud CPaaS overview.
This week, OneCloud for healthcare was awarded Frost & Sullivan’s Competitive Strategy Leadership Award. Release.
Hat tip to Mary Burtt of AxiCom UK