Driving effectiveness in screening tests with the Google Cloud Platform

We are the chosen service provider for National Hearing Test, a research company specializing in developing technologies for speech and hearing professionals, teachers of foreign languages, and individuals with developmental disabilities. NHT sought our expertise in implementing a scalable Customer Experience Platform built on Google Cloud to address intricate randomization and result validation requirements to enhance and support their national hearing test initiative

The challenge

The technology platform that CDT used for the National Hearing Test had limitations in handling the anticipated high volumes for a nationwide audience, and the caller capacity was also restricted, leading to the risk of dropping subsequent callers once the limit was reached. Their platform had limited control and flexibility, which led to occasional complaints about low call quality

The solution

1. We utilized Google’s Dialogflow, Storage Bucket, and Cloud SQL for our CX platform to assist CDT in handling variable call volumes resulting from outreach efforts, ensuring real-time data visibility.

2. We designed and implemented a self-service IVR that follows number sequences to assess the capability of users to distinguish spoken digits against continuous noise, meeting the randomization test requirements.

3. We enabled inbound voice engagement with our solutions to enhance their overall user interaction.

The results

1. Enhanced call quality and adaptability to varied call volumes by leveraging our IVR for hearing tests and delivering high-quality experience by allowing CDT to accommodate fluctuating call volumes with our solution built on Google Cloud Infrastructure.

2. Automated the collection of caller information by empowering CDT to generate and analyze real-time reports with our CX platform to ensure advanced reporting analytics functions, offering critical insights, caller demographics, and call drop data guiding informed marketing decisions.

3. Improved operational efficiency with our platform by offering complete control and flexibility. We also achieved operational changes within an hour without needing third-party resources or additional costs.

4. Increased adoption through improved screening experience, allowing CDT to meet increasing caller demand, and expanded the reach of the National Hearing Test by attracting more individuals to the screening and seeking treatment for hearing loss with enhanced customer advocacy.

About National Hearing Test (NHT)

The National Hearing Test is a quick hearing screening to determine whether you need a complete hearing evaluation. It was developed by hearing scientists with the support of the National Institute for Deafness and Other Communication Disorders of the National Institutes of Health to provide a low-cost screening test that can be quickly taken over a telephone. The screening is a public service and has no financial connection with hearing products or services.