01 Apr 2021

COVID-19 Solution for Health Care

We recently worked on a solution for a local General Practice (Doctor/GP)

Problem: Reception was overwhelmed with enquiries relating to the COVID-19 Vaccination rollout. They were handling enquiries via Phone and Email, then manually creating bookings in their CRM, which was time consuming and prone to error. The staff was tired and patients could not get through on the phones with long wait times.

Solution: We connected their main phone number and CRM, then built an automation system. Using Natural Language Processing, the system would answer the call and ask a series of basic qualification questions such as Age, Location and Allergies. The system would then listen to the responses. Then based on this information the system would either provide more information via SMS link or actually take the booking over the phone.

Result: Call hold times reduced by over 85%. Booking cancellations and email enquiry reduced significantly. Staff were able to deal with a significant number of patients with less time, resources and stress!

Increased Profit per year: Not Applicable

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