In the healthcare sector, inbound patient volume is one of the key metrics that drive growth. A leading healthcare organization in Dubai had already enabled live chat on their website. Web traffic analysis along with an in-depth user survey showed that patients were preferring to book their medical appointments using the live chat.
The data revealed that over 40% of their online conversions were driven by the live chat tool. This easy, non-Intrusive booking method looked promising.
Key Focus:AI-enabled Chatbot
The organization quickly acted on the data findings and decided to accelerate the appointment bookings by automating the chat functionality and making it available 24/7.
This would not only drive an increase in revenue but would also enhance the customer experience and simplify the appointment booking process. Automation would also reduce the burden on the contact centre staff, allowing them to prioritise and allocate human resources to more value-added work and handle a higher volume of queries more efficiently and with zero increase in team size.
With this end-goal in sight, the organization approached Blue Logic Digital to deploy a completely automated chatbot to manage the appointment booking system, while ensuring that the human element in the customer interactions would not be compromised.
The main brief to Blue Logic Digital was to roll out a bilingual (Arabic & English) conversational Artificial Intelligence agent to cater to large volumes of appointment booking requests and customer queries while enhancing the end-user experience for their patients.
This chatbot recently won the GOLD award for the ‘Best Use of Digital in Healthcare’ at MENA Digital Awards.
Some of the key objectives for which the interface was to be designed were:
Blue Logic Digital built a state-of-the-art, AI-powered, bilingual chatbot to automate appointment booking.
The bot was engineered to enable the following key tasks:
The solution delivered by Blue Logic Digital delivered substantial results within the first 6 months of deployment.