Customer Story: TP

Millions of Vaccination Invitations

Each year, around 7 million invitations for flu and COVID-19 shots are sent to people aged 60 and older. The invitations for this vaccination round include a pre-scheduled date and time for the appointment. Is the appointment date and time not convenient? Clients can call a toll-free 0800 number to reschedule or cancel their appointment. That’s a huge number of phone calls to coordinate and handle!

Keeping It Simple and Efficient

To make the appointment process more efficient and user-friendly for this healthcare partner, CM.com and TP are working closely together. At the core of this collaboration is the implementation of the CM.com Voice platform, combined with the Agentic AI solution HALO.

When clients call the 0800 number listed in their invitation, they are presented with a simple menu:

• Reschedule Appointment: The client is immediately connected to a call center representative.

• Cancel Appointment: The client speaks with a HALO agent, who collects a few details and then automatically completes the entire cancellation process.

Thanks to this approach, routine tasks can be automated while still maintaining personal support where needed.

Measurable Results

The new solution has already delivered clear, measurable benefits for both the healthcare organization and the clients.

• Higher success rate: The system successfully handles nearly 80% of calls without the need for a staff member.

• More user-friendly: The simple options and natural interaction are a better fit for the 60+ age group.

• More efficient process: By automating cancellations, the call center workload is reduced, allowing TP to focus on more complex questions and provide personal support to clients.

Innovation Through Partnership

Thanks to the collaboration between CM.com and TP, the healthcare partner now has a scalable, user-friendly, and efficient solution that contributes to a smooth appointment process for vaccination rounds.

Of course, the pursuit of improvement doesn’t stop for TP and CM.com. That’s why we are exploring further expansions with HALO agents to automate more processes and reduce the load on call centers. This creates a user-friendly solution for processes that are easy to automate while keeping the personal touch of the call center available for clients who need it.