Amelia, the enterprise leader in Trusted AI, today announced that Alpha Laboratories Medical Division (Alpha Labs), the leading medical laboratory service provider in Ontario, has hired Amelia Conversational AI as a Contact Center Representative for patient and healthcare provider services.
Alpha Labs wanted to deploy an AI-powered solution to provide every customer with warm, personalized and proactive service. The solution also needed to be trustworthy and predictable, allowing Alpha Labs to manage service costs and drive sustainable business growth. To address these needs, Alpha Labs deployed Amelia Conversational AI to serve customers with a cutting-edge solution, while also enabling high-value, positive customer outcomes.
Amelia Conversational AI will support Alpha Labs’ customers as a Contact Center Representative and is currently trained to handle 10 unique use cases. As the primary gateway for customers to connect with Alpha Labs, Amelia will reduce contact center queues and accelerate issue resolution. In addition, Amelia will streamline Alpha Labs’ feedback loop to increase customer confidence and trust. Alpha Labs’ employees also benefit from the deployment, as Amelia will offload time-consuming and repetitive tasks from staff members, allowing them to focus on more intricate issues and job functions.
For this deployment, Alpha Labs created its own avatar and plans on renaming the platform to better align with its brand. Following the success of the initial use cases, Alpha Labs anticipates expanding Amelia’s capabilities across all areas of the business where Conversational AI is applicable, such as employee services. With Amelia, Alpha Labs anticipates an overall increase in customer and employee satisfaction, leading to greater customer loyalty, revenue growth and cost reduction.
“For more than fifty years, it has been our mission to deliver high quality health service to healthcare professionals and patients, with the goal of driving better health outcomes. Even as our business grows, we aim to serve every customer with the personalized and proactive support they expect and deserve. Amelia’s Conversational AI platform enables us to sustainably grow our business while also increasing our customer and employee satisfaction. We look forward to working with Amelia to deliver the highest standards in quality patient care,” said Pierre Bou-Mansour, CEO of Alpha Labs.
Lanham Napier, President and Chairman of Amelia, commented, “Accessible, timely and accurate healthcare services are key drivers of better patient health outcomes. By leveraging Conversational AI, Alpha Labs recognized that it could provide this level of high-quality service to every customer – no matter the day or time. We are honored that Alpha Labs chose Amelia’s Trusted AI products to enhance its customer service operation and we are excited to expand the role of our technology across the organization.”