Interview with Sonja Early

What is your experience in your industry? Your experience with GenAI?

Eighteen years ago, I started with Georgia HOPE, a community-based provider of mental health, substance use, and family preservation services in Georgia. Initially, my role was to accept referrals and manage services like transportation, supervised visitation, and home evaluations. In 2006, we were awarded a behavioral health contract with the state, which added specific Behavioral Health and Substance Use Services to what we could offer and who we could offer to. Fast forward to December 2021 and Georgia HOPE was acquired by HCA – Health Connect America. Our journey with Botco started in 2019, a decision that has really paid off for us, our clients, stakeholders, and community partners.

What were your initial expectations and why did you choose Botco.ai?

Our choice to try GenAI and Botco was really born out of necessity. Since we provide state services as well as behavioral health and substance use services, we don’t have high revenue, and our turnover rate was high due to low pay. We needed a proven solution that could help automate the referral process and tackle this challenge.

How has chatbot integration resolved your challenges? How has it exceeded expectations?

Before we automated with Botco.ai, the referral process was complex and laborious and included a lot of moving pieces. Automating that process with Botco.ai improved efficiency, allowing us to reduce FTEs by 5 people. It also improved client engagement and let staff focus on more meaningful work. Because the chatbot collects information and learns from engagements it stays up to date with minimal IT time. Additionally, the dashboard really gives us a lot of insight into trends and the kinds of referrals we’re getting. The customer service and consistent check-in calls with the Customer Success Manager have certainly exceeded our expectations.

What reactions have you seen from your team? Your customers?

Botco.ai’s chatbot has led to more word-of-mouth referrals, with friends having conversations and recommending others to visit our website and use the chatbot. The chatbot makes it easier for people to have a conversation without the commitment of making a call. They can explore the options easily, even from their cell phone. And the calls are completely private and confidential – the data is protected by HIPAA-grade security and only accessible to members of Health Connect America (Georgia HOPE).

Q: What results have you been able to achieve since implementing a chatbot?

The ROI has been significant – in excess of 500%. We calculate quarterly, with metrics such as employee time saved, salary, and cost per savings, relative to the investment amount.

What advice would you give to others considering GenAI chatbots?

Just do it, don’t wait! It’s so worth it! For 2+ years I’ve been trying to get people’s attention, emphasizing the benefits of implementing AI technology like Botco.ai’s chatbot. It can simplify processes that seem overwhelming to those in the trenches daily.

When you’re not working at Georgia HOPE, how do you like to spend your free time?

I do love my work and the difference we make in the lives of those we serve, but when I’m not working, I love family experiences and adventures. It could be a morning workout with a coworker, a hike with my better half, time with my grands, or a trip to the beach.