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The demand for seamless, efficient patient interactions is ever-growing. So, medical firms often face the challenge of managing a high volume of inquiries while maintaining a high standard of care and responsiveness.
Recognizing the need for innovation, a leading US healthcare provider partnered with Master of Code Global to develop an AI-powered concierge bot. The goal was to optimize patient communication, reduce call volume, and introduce automation.
The company aimed to transform the way they interacted with patients, enabling easier access to the information while reducing the workload on human agents. The result was a scalable solution that not only automated routine tasks but also provided patients with fast, accurate responses – anytime, anywhere.
The primary challenge faced by our client was the overwhelming volume of inquiries, particularly during off-hours. With agents already handling a significant workload, the company struggled to efficiently address routine questions and offer timely responses. This led to delays in follow-ups, ultimately impacting patient satisfaction.
The goal was to automate the handling of common queries and route them to the right departments in a seamless, efficient manner. Additionally, the healthcare provider sought a solution that could support off-hours interactions, making sure that patients received prompt responses even when agents were unavailable. Our client aimed to improve their service quality by using AI and automation to ease the strain on human specialists, speed up response times, and simplify the patient experience.
Master of Code Global developed an AI-powered concierge bot that reduced call volume and optimized healthcare support.
Our company successfully delivered a chatbot that upgraded the way the healthcare provider engaged with its patients. Designed to operate seamlessly on the client’s website, the tool became essential for automating patient interactions and offering quick, accurate responses to common inquiries. By using AI, the bot intelligently routed questions to the appropriate departments, ensuring that patients were connected to the right resources without delays.
I can tell agents are excited for the chat volume to increase and really dig into what our clients will be asking about via chat. I have appreciated their insights and willingness to share opinions as we have gone through this process!
The solution efficiently directs patient queries to the correct department, reducing the need for human intervention and providing faster response times.
When conversations occur outside business hours, the bot gathers relevant information and sends an email to the healthcare team, making sure follow-ups are made during working hours.
The bot started handling 219 conversations in June and expanded to manage 760 agent conversations by August, demonstrating its scalability and capacity to master increased traffic.
Designed to be user-friendly, the AI concierge enables patients to easily interact, find answers, and access essential healthcare information at their convenience.
The chatbot is set to evolve further by incorporating an FAQ feature, allowing patients to access immediate answers to common questions without waiting for agent involvement.
