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The Intelligent Caller Distribution for the Austrian Health Insurance Fund

Overview

Since the merger of the Austrian regional health insurance funds into the Österreichische Gesundheitskasse (ÖGK), there has been a central contact point for all concerns of insured persons. To ensure that they quickly reach the right experts, our automatic switchboard helps ÖGK even before the call is answered.

Challenge

Since ÖGK is now responsible for all federal states at the same time, the central hotline receives an enormous volume of calls. Especially at peak times, callers may be on hold longer than expected. In order to make good use of this waiting time, ÖGK has decided to use link|that’ software to deliver questions to the callers. By answering them, they can reach the right destination more quickly.

Solution potential

In the age of smartphones, “Press 2 for Lower Austria” has had its day. That’s why a completely voice-based solution is being used. link|that ECCO Attendant relies on artificial intelligence and the latest advances in speech understanding. The caller’s statements are interpreted and the correct target is determined accordingly.

Implementation & Outlook

The seamless integration into ÖGK’s existing contact center system was achieved in close cooperation with IT-Services der Sozialversicherung GmbH (ITSV). Since the first day, the system works around the clock and brings 8 out of 10 callers directly to the right team. All voice data is interpreted live during the ongoing call and is not stored permanently.

Thanks to the high stability and success rate of link|that’s solution, further projects are already being planned at ÖGK and ITSV. Artificial intelligence effectively supports employees in this case and at the same time provides a more pleasant calling experience for the insured

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