United KingdomHealthcare and life sciences2023 – ongoingMersey Care NHS Foundation Trust
AI transcription and summaries for crisis-helpline calls
Mersey Care received AI call summaries within 10 minutes to reduce crisis-helpline paperwork
Problem
Mersey Care's mental-health crisis helpline faced growing demand. Clinicians spent time recording calls and handling contacts that did not require clinical expertise.
Approach
ITGL integrated Calabrio into the trust's Webex contact-centre service by October 2023. The system transcribed calls and generated summaries, helping staff locate relevant parts of conversations.
Results
Takeaway
Faster access to call records reduced after-call work, although the reported results did not quantify staff hours saved.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
UC Today described Calabrio's integration into Mersey Care's Webex service in October 2023. It reported that transcriptions and 150-word summaries became available within 10 minutes, reducing after-call work.
Full details are in the original sources.
