Learn How a Leading US-based Health Care Provider Transformed Patient Support and Slashed Call Center Costs with an IBM Watson & Generative AI Powered Smart chatbot Solution?
OUR CLIENT’S BUSINESS
CHALLENGE
As the demand for vision correction services increased, our client faced challenges in efficiently managing patient inquiries and support requests. With a growing patient base, they encountered difficulties in handling the influx of inquiries through traditional support channels, leading to delays in response times and potential lapses in patient satisfaction.
Recognizing the need for a scalable and efficient solution, our client sought to leverage technology to enhance patient support operations while maintaining high standards of care. Initially opting for outsourced call center operations, the client found this approach to be both financially burdensome and operationally intricate to sustain quality control.
Seeking a sustainable solution, they sought to automate customer support operations to enhance patient experience, reduce wait time, and streamline appointment setting to reduce support costs.
THE SOLUTION PROPOSED AND LEVERAGED
provide Date & Time?
PM.
Appoinment Details:
- Appointment date: 30/08/24
- Appointment Time: 02:00 PM
FEATURES & FUNCTIONALITIES
Voice & Chat Support
Enable patients to interact with the assistant through both voice and text-based chat interfaces, providing flexibility and convenience.
Multilingual Support
Cater to a diverse patient base by offering support in multiple languages, including English and Spanish, ensuring inclusivity and accessibility.
Omnichannel Ready
Seamlessly integrate with various communication channels such as web, mobile, and social media platforms, providing consistent support across all touchpoints.
Live Agent Integration
The assistant seamlessly transitions patients to live agents when necessary, ensuring continuity of support and a personalized experience.
Consistent and Precise
Information across All Digital Touchpoints
Ensure accuracy and consistency of information provided to patients across different digital channels, maintaining brand integrity and trust.
Seamless Integration with
Backend EHR Systems
Integrate with hospitals’ existing backend systems like NexGen and RingCentral for efficient data exchange and streamlined communication processes.
Dynamic & Conversational
Language Responses
Deliver engaging and natural language responses to patient inquiries, enhancing the user experience and fostering meaningful interactions.
Performance Insights and
Analytics
Real-time monitoring of system performance allows for data-driven decisions and continuous improvement of the assistant’s capabilities.
USE CASES & SERVICES AUTOMATED
Appointment
BookingPatients can easily schedule appointments for consultations, examinations, and procedures through the Chat & Voice Assistant.
Inquiry
ResolutionThe Assistant addresses patient inquiries regarding services offered, pricing, and insurance coverage.
FAQ IntegrationIntegrate curated FAQs to address common patient queries and provide instant access to relevant information, reducing support overhead and improving response times.
Follow-up
SupportSends reminders and follow-up messages to patients regarding upcoming appointments, medication schedules, and post-procedure instructions.
BUSINESSES BENEFITS EXPERIENCED BY OUR CLIENT
New Patient Acquisition
(Increase
in Revenue)
The 24X7 available bot is always on stand-by to take in any inquiry. Thus, leaving no call unanswered. This is expected to improve new patient acquisition for the Healthcare clinic and increase in revenue (20-44 basis points)
Improved Patient
Satisfaction
Enhanced support capabilities and round-the-clock availability lead to a remarkable increase in patient satisfaction and loyalty, with an expected 30% rise in patient satisfaction scores.
Efficiency Gains
Streamlined processes and automation are expected to result in a substantial (40%) reduction in response times, allowing the healthcare center to handle patient inquiries and requests more swiftly and effectively. This improvement in operational efficiency enables the center to optimize resource allocation, minimize waiting times for patients, and enhance overall service delivery.
THE SOLUTION IS NOW LIVE ON WEB AND VOICE CHANNEL!
With the solution now live on both web and voice channels, patients can experience the convenience of round-the-clock assistance and personalized support. We’re excited to witness the transformative impact of our technology on enhancing patient experiences and operational efficiency.
WHAT’S NEXT?
Healthcare Assisant
Let’s celebrate this achievement together and explore the potential for further innovation in our partnership.
Contact Now!
