On Stage - HCA

What does HCA mean?

• Hospital Chain of America

• Hospital Corporation of America

• Health Collaboration for America

• Health Commitment of America

Which of these isn't a problem we identified for the client?

• Redoing work that may end-up being throwable

• Use cases are treated as top priority

• A new version of IVR was developed

• User experience is not taken into account

Which of these isn't a team defined for the project?

• ASR

• NLU

• Dev

• QA

Why is the project migrated to Genesys?

• It has much more power and tools than GCP

• It provides an easier virtual management

• NLU, ASR and dialog management is better than in GCP

• It is stronger supporting future enhancements once it matures

What happens when we give Dialogflow an input it is not trained to manage?

• It will trigger Event Handlers

• It will escalate to an agent (if defined)

• It will end the session

• It will repeat the prior petition/message

What is Healthcare phase?

• Monitoring and tracking current development

• Identifying uses cases through user experience

• A/B Testing and thorough QA

• Start the migration to Genesys Cloud