CCIP โ Powering Next-Gen AI
Self-Service Experiences
The Industry Challenge
AI is everywhere in todayโs contact centersโIVRs, chatbots, and virtual assistants are considered the future of smarter self-service. But, most leaders are discovering the same frustrating reality: these investments underdeliver. Why?
AI Without Context = Frustrated Customers
Slow, Expensive Integrations = Stalled ROI
Disconnected Self-Service = Higher Call Volumes
Meet CCIP โ The Data Bridge for Smarter AI
With CCIP, you can:
Make AI Truly Intelligent
Accelerate Time-to-Market
Cut Costs While You Scale
Automate More Than Answers
Why Contact Centers
Choose CCIP
Faster Deployment
Smarter Self-Service
Connected Agentic AI
Execute back-end actionsโnot just lookups.
Flexibility Built In
Enterprise-Grade Security
Industry Specific Use cases:
Healthcare
Patient Identification & VerificationUse Case Flow:
When a patient contacts a healthcare provider, the system automatically verifies their identity through security questions or multi-factor authentication.
Benefits:
Reduces time spent on manual verification, enhances security, prevents fraud, and ensures HIPAA compliance.
Appointment Scheduling & ManagementUse Case Flow:
Patients can schedule, reschedule, confirm, or cancel appointments using self-service. The system integrates with existing APIs to pull patient and slot availability data and allows updating appointment notes.
Benefits:
Reduces call center workload, reduces no-shows, and improves patient satisfaction with 24/7 access to scheduling.
Pre-Visit Follow-Ups & Recall SchedulingUse Case Flow:
Patients can receive reminders to schedule upcoming recall appointments or pending appointment requests. The platform can also offer self-service activation of MyChart and enable future appointment scheduling.
Benefits:
Improves patient engagement, ensures timely care, and reduces administrative follow-up calls.
Prescription Refill RequestsUse Case Flow:
Patients can request prescription refills via IVR/IVA or chatbot. The system also allows them to check the status of current prescriptions and receive medication reminders.
Benefits:
Promotes medication adherence, reduces the workload for pharmacists, and minimizes missed doses.
Automated Billing & Insurance QueriesUse Case Flow:
Patients can access billing details, check outstanding balances, share payment links, or inquire about insurance claims via self-service.
Benefits:
Streamlines billing inquiries, reduces manual intervention, and improves revenue cycle management.
Post-Visit Surveys & Patient Feedback CollectionUse Case Flow:
After a consultation or visit, patients receive automated surveys through SMS, email, or IVR to rate their experience and provide feedback.
Benefits:
Gathers real-time patient sentiment, enables continuous improvement, and supports service quality metrics.
Lab Test Results & Follow-UpsUse Case Flow:
Patients are notified when lab results are ready and can access them via secure portals, IVR, or SMS. Healthcare Providers can view historical lab results on a unified screen for informed and timely care.
Benefits:
Enhances transparency, reduces follow-up calls, and allows clinicians to focus on critical cases.
Banking and Credit Unions
Member Identification and AuthenticationUse Case Flow:
Members are prompted to verify their identity using security questions or multifactor authentication, enabling quick, secure access without live agent support.
Benefits:
Stronger security, reduced fraud risk, faster authentication, and smoother self-service experiences without repeated verification steps.
View complete Account Information (including Balance Details and Transactions) Use Case Flow:
Enables customers and members to view comprehensive account information, through self-service channels such as IVR and chatbots. Members can securely access their accounts at any time, gaining full visibility into their financial activity.
Benefits:
24/7 self-service access to account details, enhances financial awareness, and reduces inbound inquiries.
View Loan Transactions and DetailsUse Case Flow:
Customers and members can access their loan informationโincluding payment history, due dates, interest rates, and remaining balancesโthrough self-service channels such as IVR, IVA, and chatbots. This enables members to stay informed and manage their loans without needing to wait for live support.
Benefits:
Offers real-time access to loan details, improves transparency in loan management, and reduces call volume.
View Debit/Credit Card Balance and TransactionsUse Case Flow:
Facilitates members and customers in checking their debit and credit card balances and recent transactions via self-service channels, including IVR, IVA, and chatbots. Thereby improving the overall digital banking experience.
Benefits:
Offers real-time access to card details, improves member experience, and decreases call volume.
Card BlockingUse Case Flow:
Offers members and customers the ability to block lost or stolen debit and credit cards instantly through self-service channels like IVR, IVA, and chatbots. Members and customers can initiate the block at any time, without needing to speak to a representative, ensuring quick action to prevent unauthorized transactions.
Benefits:
Provides immediate 24/7 protection against fraud.
Reimagine Self Service with CCIP
Ready to Take Your CX to the Next Level?
Schedule a demo today to learn how we can help you elevate agent productivity and drive performance.
Connect your contact center with 100+ core applications and supercharge your productivity with automated workflows, self service enablement, and optimized operational efficiency.
