The Challenge
A healthcare provider with multiple locations was struggling with high call volumes and staff burnout. Patients were waiting an average of 12 minutes to speak with someone, leading to frustration and negative reviews.
Staff were spending 65% of their time answering basic questions about services, hours, and appointment availability instead of handling more complex patient needs. They needed a solution that would reduce wait times while maintaining the personal touch their practice was known for.
Our Solution
We developed a multi-channel AI communication system that included a website chatbot, SMS messaging capabilities, and integration with their existing scheduling system.
The solution was designed to handle common patient inquiries while seamlessly transferring to human staff for complex issues, with all interaction history preserved for continuity.
Here's what we did:
- Created a HIPAA-compliant AI chatbot trained on the provider's specific services and policies
- Integrated with their scheduling system to provide real-time appointment availability
- Implemented natural language processing to understand patient inquiries even when phrased conversationally
- Designed a smooth handoff protocol for transitioning from AI to human assistance when needed
- Built analytics dashboards to track common questions and identify service improvement opportunities
The Results
- Reduced call wait times by 78% within the first month
- Automated handling of 62% of all patient inquiries
- Increased online appointment bookings by 43%
- Improved patient satisfaction scores from 3.6/5 to 4.7/5
- Freed up staff to spend more time on complex patient needs and high-value activities
Our patients love being able to get immediate answers and schedule appointments without waiting on hold. And our staff is happier too—they're having more meaningful interactions now instead of repeating the same information all day.— Practice Manager, Healthcare Client
Where It's Going Next
Building on this success, we're now exploring expanding the AI system to include personalized follow-up communications and preventative care reminders.
The provider is also considering implementing an AI-assisted clinical documentation system to help reduce physician burnout and improve care quality.