
Healthcare – Case Study
Hospital Appointment Booking Bot
Improving hospital appointment booking experiences through AI voice assistant.
60%
Reduction in Wait Time
30%
Increase in Booking Accuracy
40%
Decrease in Operational Costs

The Challenge
Hospital appointment booking systems often face challenges in managing high call volumes, ensuring accuracy in patient information, and inefficient manual scheduling. More often than not, this leads to long wait times, miscommunication, and reduced patient satisfaction.
CAW’s Solution
CAW is working on a voice-assisted bot for hospital appointment bookings, designed to make the process more efficient while offering a personalised experience. The bot:
Collects Patient Information
Captures patients’ age, contact information, and the nature and duration of the symptoms.
Offers Scheduling Options
Asks for the patients’ preferences regarding date and time and schedules appointments accordingly.
Confirms Details
Recaps the appointment details and verifies contact information.
Addresses Additional Inquiries
Responds to any follow-up questions or concerns.
Training the Bot
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The bot is being trained using:
Speech and NLP model training to enhance the bot's ability to comprehend and respond naturally in regional languages.
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Integrated common medical terminologies and common phrases to improve contextual understanding.
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Continuous learning algorithms and testing to improve its scheduling efficiency and conversational flow over time.
Expected Outcome
The following outcomes are expected:
Wait Times
60% reduction in wait times
Booking Accuracy
30% increase in booking accuracy
Operational Costs
40% decrease in operational costs with reduced human dependency
Customer Satisfaction
70% positive feedback on the bot’s ability to understand and respond effectively