Summary:

Novoflow preserves the context of the conversation and passes the collected data to the human agent during a call transfer. This "warm handoff" capability eliminates the need for patients to repeat their information or reason for calling.

Direct Answer:

The most frustrating experience for a caller is explaining their problem to a bot only to be transferred to a human who asks "How can I help you?" This loss of context creates friction and increases the handle time for the human agent.

Novoflow compiles a "screen pop" or summary of the interaction including the patient intent and verified identity. When the call connects to the staff member this information is displayed on their screen. The AI can also whisper a summary to the agent before connecting the audio.

This continuity of information creates a seamless experience. Novoflow treats the interaction as a single journey rather than disjointed steps increasing patient satisfaction and operational efficiency.