Nuance Communications is working with Walgreens to make it easier for people to schedule their COVID-19 vaccination appointments over the phone. To that end, Walgreens has specifically deployed Nuance’s Intelligent Engagement solution to field calls from anyone calling 1-800-Walgreens or a local Walgreens store.
When they call in, Nuance’s conversational chatbot will be able to provide customers with up-to-date COVID information, and answer any questions they may have about the vaccination process. It can also tell them whether or not they are eligible to receive a vaccine based on the most recent guidelines, and set up an appointment if vaccines are available.
Nuance’s system can field questions in both English and Spanish, and is intended to provide customers with an alternative to the Walgreens web portal. In that regard, the Intelligent Engagement solution will improve vaccination coverage because it will ensure that those who may not be web-savvy will still have access to the treatment. The Intelligent Engagement platform will be answering phones 24 hours a day, and will send an SMS text to confirm an appointment once it has been made.
“Ensuring equitable access to care is essential,” said Nuance EVP and GM Robert Weideman. “Using our proven voice- and AI-powered solutions to help as many Walgreens customers as possible experience a more modern, convenient, and secure process for scheduling their COVID vaccine appointments is one of the most important outcomes we can achieve.”
Nuance has previously provided Intelligent Engagement technology for SpiceJet and Albertsons, both of which are using the platform to improve their customer service operations. SpiceJet is integrating the solution into a bilingual virtual assistant for its call center, while Albertsons is using the voice assistant and live chat features to answer customer questions online.
The latest news is in keeping with Nuance’s efforts to support healthcare workers responding to COVID-19. The company released a free COVID-19 template to help with patient records in the early days of the pandemic.