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

  • 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.

  • Integrated common medical terminologies and common phrases to improve contextual understanding.

  • 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