Skye Virtual Agent

Take the pressure off your front desk with Skye Virtual Agent.

Skye virtual agent answers incoming calls with no wait time, answering frequently asked questions and routing calls as needed. Powered by AI, Skye can also answer text messages and emails, saving your staff valuable time they could be spending with patients.

 

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Save Valuable Staff Resources

Skye answers basic inquiries before they reach the front desk, saving you time and resources. The system provides your patients with answers to common questions, helps with routine requests, and if further assistance is required, routes communications to the appropriate person or department. This lets your staff focus on in-person interactions and and high-priority needs.

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Zero Wait Time

Are the majority of calls to your main number common questions like address and refill requests? If so, Skye from Tyme Global can take those inquiries with zero wait time, leaving your staff free to address complex issues and focus on immediate patient needs. Every call is answered without leaving people on hold. 

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Consistently On-brand

You decide exactly how you want Skye to answer and respond to each call. Each response is tailored to your needs. Make each patient feel welcome with consistent and on-brand interactions every time.

Benefits

  • Every call answered with zero wait time
  • Self-service customer inquiries
  • Complete common interactions without human intervention
  •  3 automated channels: voice, text, and email

  • Natural language voice interface with a variety of options

  • Transfer call escalations in-house or to Tyme Global agents
  • Multi-lingual options available
  • Flexible deployment scheduling
  • Cost savings
  • Maximizes front desk staff time
  • Allows on-site staff to focus on immediate concerns
  • Removes scheduling & HR complications
  • Improves patient satisfaction

The Tyme Global Difference

Unlike our competitors, Skye:

  1. Has 3 channels of communication:
       – Voice
       – Text
       – Email
  2. Integrates with (almost) any API.
  3. Can be deployed with or without PBX integration.
  4. Self-learning and self-configurable.
  5. Customized deployment and flexible scheduling.
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Common Patient Inquiries

Skye It is a self-learning engine with responses customized for either voice or text. The system engages with callers using a database of pre-determined responses that expands over time. Patient inquiries Skye commonly answers include:

  • Can I schedule an appointment?
  • What is your address?
  • Can I get a prescription refill?
  • Do you have free parking?
  • Where is the nearest pharmacy?
  • Do you have my test results?

How it Works

Skye is built on a natural language engine using complex algorithms with a database of keywords and phrases. The lexicon leverages our decade’s worth of experience in the hospitality industry.  The smart engine builds on that database over time. The responses are fully customizable to match both factual information and brand voice. You may customize Skye with a choice of male or female voices in a variety of accents. We use the most advanced Amazon Neural based speech engines for realistic sound and intonation.

With text messaging, the system can include external links for more information. For example, if a guest asks for directions the system will give the address of your office and a Google Maps link.

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Integrations

Our software can interface with any system with an API including chat platforms, workflow management,  scheduling, and more. This ensures requests are documented for fulfillment. Texts and calls can be dispatched to any department.

In addition, we can offer a full PBX/SIP integration which allows us to act as an extension of your local phone system. There is no need to transfer calls back and forth on an external outside line. As such, the SIP header (caller information) will be kept throughout the call.

Additionally, Skye can send important information automatically such as welcome messages, reminders (such as appointment times), and confirmations.

Frequently Asked Questions (FAQ)

If there is an API  – we can integrate it. The most requested integrations are for PMS, chat platforms, workflow management, ticketing, and scheduling applications. 

Absolutely. We offer Skye both with and without PBX integration; however, it is much more powerful when integrated.

With PBX integration, calls can be routed to any internal extension with no added telephony costs or acquiring any additional DIDs. 

No. Skye can operate without ever touching your internal systems. Clients find it useful to document interactions centrally using an existing database; however, it is not necessary in order to activate Skye.

When a customer interacts with Skye they can say or text AGENT (or a different keyword that you choose such as “human” or “operator”) at any time to be connected to a live person. The communication is then routed as you see fit – to someone on your team or to a Tyme Global agent. You also have the option to route to a ticketing system.

While we would love to support you with our best-in-class customer service agents, you do not need to connect Skye to Tyme Global. We can route call escalations wherever you wish.

We offer several support tiers from full-service to self-service options. If you select self-service, we are always available to assist should you have any questions.

Every time Skye hears a word or phrase it does not understand it logs the incident. These incident reports are then sent to a human team to review and update the lexicon. 

We offer several support tiers that handle updates to the database. With the self-service option, a member or members of your team will receive notifications and be responsible for any making updates to the lexicon. Alternately, we can offer a full-service support package that will review and make updates to the system and report on them.

While chatbots and virtual agents like Skye run on software, only virtual agents use Artificial Intelligence (AI). Skye uses adaptive understanding and natural language processing to understand caller intent. With proprietary algorithms, Skye offers conversational interactions that deliver a more sophisticated customer experience than its simpler chatbot cousins.

Learn More

Reach out today to learn more about how Tyme Global can serve you. Call us today at 212-796-1950 or click the button below to use our online form.