ENGG 390 Reports (MEM Students)

Degree Program

M.E.M

Year of Graduation

2022

Faculty Advisor

Eric Bish

Document Type

Report

Publication Date

Fall 9-22-2021

Abstract

Abstract

Avidon Health provides white-label coaching solutions to drive improvement in health outcomes for the end user. They offer both in person and digital coaching solutions for a variety of different types of clients. Currently, one of their client relationships relies on an interactive voice response (IVR) phone system to automate the process of booking an appointment. This project will focus on leveraging data to improve efficiencies for the company’s IVR system. The result of this project not only reduces employee burden, by improving IVR booking rates, but also provides a lasting tool for managers to optimally staff accounts. The product focuses on three main changes: implementing callerID, re-writing the scripts of the calls, and rescheduling the time of call. The overall results were that the callerID significantly improved the system, however the script changes did not impact the system quality and the rescheduling of the calls significantly decreased system performance.

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Restricted: Campus/Dartmouth Community Only Access

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