The leading eye care services provider will utilize Amelia to schedule appointments, provide patient order updates, answer high-volume inbound calls and more.
NEW YORK, NY, January 6, 2022 — Amelia, the leading Enterprise AI software company, announced that Visionworks, one of the nation’s largest and fastest growing eye care service providers, has hired Amelia to join their Conversational AI strategy team as a digital customer service representative. Amelia’s responsibilities at Visionworks include scheduling appointments for eye exams, contact lens fittings, order pick-up and more; providing status of eyewear orders; sharing of safety and COVID-19 protocols; confirming benefit eligibility and providing location services for ease of access.
Prior to Amelia’s deployment, increases to inbound call volumes, combined with necessary safety protocols and modifications to the in-store staffing model, created customer satisfaction and service delivery challenges. To resolve such concerns, Visionworks wanted to identify a digital solution that could bring about rapid relief and grow with the needs of the organization, all while improving customer service and reducing operational costs. The provider was drawn to Amelia’s experience and omnichannel capabilities, and hired Amelia as its digital customer service agent in September 2020.
Instead of relying solely on in-store employees or third-party call center agents, Visionworks now utilizes Amelia to handle all incoming calls for a majority of Visionworks’ retail stores, handling upwards of approx. 30,000 calls every day. Amelia schedules more than 2,500 optometric exam appointments daily, and answers customers’ questions regarding store locations, directions and order status updates. If Amelia receives a request that is not within her purview, she immediately transfers the call to a human customer service representative, creating a seamless customer experience.
In a little more than a year, Amelia already has had a positive impact on Visionworks’ overall customer satisfaction rating. With Amelia, customers can book eye exam appointments with ease, resulting in higher customer satisfaction scores. By relieving the responsibility of handling all inbound customer calls from her human colleagues, Amelia helps Visionworks drive an improved customer and associate experience. In addition, Amelia benefits optometric doctors by identifying appointment availability via their digital exam schedulers, and providing patients the ability to schedule appointments weeks and even months in advance. Continuing to improve customer experience with self-serve and automated phone options reduces on hold and wait times for patients, and frees up associate time to drive a more focused in-person engagement.
Shawnna DelHierro, VP of Technology at Visionworks, said: “We wanted to transform our customer support with a digital solution that would enable us to deliver extraordinary experiences across all channels. At Visionworks, we recognize that enterprise and organizational agility, where once desirable, is now central to business survival. Automation and modernization are no longer viewed as simply preferable solutions, but instead are critical to shift the corporate model innovatively forward. What drew us to Amelia was the ability to deploy the platform quickly, Amelia’s flexibility and rapid learning model, and her experience with delivering both voice- and chat-based services. Since deployment, Amelia has made appointment scheduling and other functions a friction-less experience, allowing in-store personnel to concentrate on personalizing each patient and customer visit, and providing the level of service our Visionworks customers deserve.”
Chetan Dube, CEO of Amelia, said: “Regardless of where customers reach your business, whether it be in-person, via phone call or by website chat, every customer deserves and expects extraordinary customer care. By hiring Amelia, Visionworks has exemplified its commitment to delivering high-quality customer experiences through all channels, and they’ve set an excellent example for how a digital-human hybrid workforce benefits customers and employees alike. We’re excited to play a role in Visionworks’ continued customer service success story.”
Visionworks is a leading provider of eye care services in the U.S., sitting at the intersection of healthcare and retail. We are devoted to healthy eyes. We are passionate about flawless vision. We want every person who visits our stores and affiliated doctors to have an incredible experience, in an unexpectedly simple way.
Visionworks brings healthcare expertise backed with a network of Optometrists and technicians as well as experienced retail associates ready to fulfill vision prescription needs including glasses, sunglasses, specialty eyewear and contact lenses.
At Visionworks, you will see the difference. While the current state of eye care is opaque and confusing, we want to make it simple for customers to see great. We get convenience. We get excellence. It's why we respect your time, price reasonably and provide seamless experiences for our patients and customers. At Visionworks, excellence is defined by the Love What You See Guarantee.
The Love What You See Guarantee is a one-stop shop promise for all eye care needs. If someone doesn't love how they look in their glasses, Visionworks will give them new ones. If someone isn't happy with how they see, Visionworks will re-evaluate the prescription to ensure its right. Quite simply, if you don't love your glasses — for any reason—Visionworks will fix it for up to 100 days.
Visionworks delivers this guarantee in 715-plus retail locations in more than 40 states. All Visionworks stores are empowered by a Corporate Support Center based in San Antonio, Texas and two Manufacturing Labs deep in the heart of Texas — where every person is either directly or indirectly in charge of one of humankind's most precious senses — a person's sight.
Amelia is a leading Enterprise Conversational AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.