US-based Hospital achieves improved Patient Support
& Engagement via AI-powered Conversational Chatbot
Client Introduction & Business Requirement
Our client is an Indian Business Process Management company that provides services to
the healthcare sector, among other industry verticals, across the globe.
Our client provides customer service support to a US-based hospital. They required a
conversational bot that could process and assist with patient queries related to
payments & insurance, on the hospital website.
The bot should be speech-enabled, with the capability to understand & respond to voice
and text inputs. It should serve as a stand-in for a customer support agent, and process
multiple payment-related queries in an interactive manner, provide a clear
channel for site visitors to navigate, and deliver smooth resolution to patient queries.
When a patient enters the hospital website, the conversational bot’s chat window opens
up within 30 seconds, with a greeting and instructions for authentication using OTP. The
bot supports requests pertaining to submission of bankruptcy information, disputes,
viewing of account balance/ statement and updating of patient profile information.
The bot is capable of understanding patients’ voice & text inputs. It converts voice
messages into text, extracts entities & intent, identifies significant patterns, and
provides the output in the form of a voice or text message.
The bot is powered by AI & NLP algorithms, and is capable of understanding the users’
natural language, intent and sentiment. As of today, the bot is capable of handling
requests in English & Spanish; it can scale to learn all languages that are supported
for a customized demo
Earlier, patients had a one-way click-interface in order to make payment related
queries. Now, the wait-time is cut drastically and they are provided with an interactive
medium for query resolution, within minutes.
Powerful, Scalable, Smart: The bot is capable of handling a niche set of functionalities
(related to the website’s payment portal). These capabilities are scalable, so the bot
can handle more complex customer queries over time.
The bot provides timely assistance, creating a very specific user journey on the
Improved service resolution & increased operational efficiency; sales reps’ volume of
support requests reduced and they have more time freed up to address more complex
Generation of new insights based on the conversational data gathered.
Capability to scale up to accommodate rising demand, new business requirements &
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