Department of Veterans' AffairsRPA for Healthcare
Overwhelming demand due to COVID-19 as veterans and their caregivers flooded to the VA Department’s phone lines.
RPA was used to create a chatbot feature:
- Offered targeted responses about testing options, stimulus payments, telehealth, scheduling, prescription refills and more.
- Users click through personalized prompts based on their needs.
Extended service hours
- Users can access it 24/7
All users can be served at the same time, instead of waiting for the next available phone representative.