How it is tackled?

Automated Customer Support Solution

Objective:
Improve patient engagement, reduce administrative burden, and increase clinic efficiency through AI-driven automated customer support.

Capabilities Implemented:

1. AI-Powered Chatbot on Website and App:

   • 24/7 Availability: Provides instant assistance to patients with questions about services, insurance, and procedures, even outside clinic hours.

   • Symptom Checker: Offers a preliminary assessment tool where patients can input symptoms and receive guidance on potential treatments or the urgency of an appointment.

   • Service Information: Educates patients about different dental procedures, treatment plans, and post-care instructions.

2. Automated Appointment Scheduling:

   • Online Booking: Allows patients to book, reschedule, or cancel appointments via a user-friendly interface on the clinic's website, app or call agents.

   • Calendar Integration: Ensures real-time synchronization with dentists' schedules, minimizing double bookings or errors.

   • Automated Reminders: Sends personalized reminders to patients via email or SMS, reducing no-show rates and improving attendance.

3. Virtual Assistant for Patient Follow-Up:

   • Post-Visit Follow-Up: Automates follow-up communications, checking on patients’ recovery progress and satisfaction after treatments.

   • Feedback Collection: Sends surveys to gather patient feedback, providing insights into service improvements and patient satisfaction.

4. AI Call Agent:

   • AI Call Agent: Take all inbound calls 24/7with an AI Agent who will respond with natural language, human-like voice. Enables clients to inquire about hours, locations, schedule appointments, or request feedbacks on satisfaction or recovery.

   • SalesAI Agent: Make all outbound calls reaching to owners or potential buyers for given deals.

5. Customer Interaction Analytics:

   • Patient Behavior Insights: Analyzes patient interactions to identify common inquiries, preferred appointment times, and service popularity, helping refine clinic operations.

   • Performance Tracking: Monitors metrics like response times, patient satisfaction scores, and appointment attendance, informing operational strategies.

6. CRM Integration:

   • Centralized Patient Records: Integrates with electronic health record (EHR) systems to maintain updated patient profiles, ensuring personalized care and follow-ups.

   • Data Synchronization: Automatically updates patient information from interactions, providing a comprehensive view of each patient's history.

7. AI-Based Knowledge Base:

   • Self-Service Portal: Offers a knowledge base where patients can find answers to common questions, access educational resources, and understand treatment procedures.

   • Adaptive Learning: Continuously updates with new information, ensuring patients receive the most accurate and up-to-date content.

8. Multi-Channel Support:

   • Omni-Channel Experience: Provides support across various channels, including the clinic's website, app, social media, and messaging platforms, ensuring a seamless patient experience.

   • Channel-Specific Solutions: Tailors responses based on the communication channel, maintaining relevancy and personalization.

9. Automated Billing Support:

   • Invoice Management: Sends automated billing reminders and invoices to patients, streamlining the payment process.

   • Insurance Queries: Provides quick responses to insurance-related questions, assisting patients with coverage information and claims processes.

Outcome

• Enhanced Patient Experience: Automated responses and streamlined appointment scheduling reduce wait times and improve patient satisfaction.

• Increased Operational Efficiency: Automating administrative tasks allows staff to focus on providing quality care and personal interactions.

• Higher Patient Retention: Consistent follow-ups and personalized communication foster trust and loyalty, increasing patient retention rates.

Example Workflow

1. Patient Inquiry: A patient visits the clinic's website and interacts with an AI chatbot to inquire about teeth whitening services.

2. Service Details: The chatbot provides detailed information about the procedure, including expected outcomes and post-treatment care.

3. Appointment Booking: The patient schedules an appointment through the online booking system, selecting a convenient time slot.

4. Automated Reminder: A day before the appointment, the patient receives an SMS reminder with pre-visit instructions.

5. Post-Visit Follow-Up: After the treatment, the virtual assistant checks in with the patient to ensure satisfaction and gather feedback for improvement.