Drift, a conversational marketing platform, and digital consultancy Perficient have partnered on a solution to help health plans and hospitals efficiently deal with Covid-19 queries.
At a time when helplines are being overwhelmed by coronavirus-related questions, the partnership’s chatbot-based assessment will help hospitals and health plans give specific recommendations to clients and patients.
The chatbot screener will ask website visitors standard CDC guidance questions and then direct them to the next resource as necessary.
“Understandably, call center lines are being flooded with calls about COVID-19,” said Paul Griffiths, general manager at Perficient. “And this chatbot-led assessment provides a better way to triage those who may be contacting a healthcare organization seeking guidance about symptoms and concerns.”
The assessment asks questions about exposure, symptoms, and risks and then sorts users into four categories (urgent, important, quarantine, social distancing) based on Covid-19 response plans. The JavaScript-deployed solution can be easily integrated into hospital and health plan sites.
“We recognize that COVID-19 has created a massive crisis for everyone — but particularly for healthcare professionals and hospital workers,” said David Cancel, founder and CEO of Drift. “We are honored to partner with Perficient to do our part to help people take the assessment and get the information they need, while allowing doctors and call center employees to focus on what matters most: getting patients better.”
Based in Boston, Drift delivers a conversational marketing platform which combines chat, email, video, and automation to streamline business buying. More than 50,000 business use the Drift platform.
Perficient is headquartered in St. Louis and provides strategy and operations consulting services, as well as offerings in technology, data, cloud, design, and marketing. The company works with Global 2000 and enterprise clients across the world from offices in North America, Europe, India, and China.
The consulting firm in October 2018 launched a digital health service line dedicated to the digital transformation of healthcare and life sciences industry clients.