Patients are forced to wait for an answer on the line and cannot get through, requests via online consultant and messengers remain unanswered. Finding a solution Our task was to automate work with telephone and test requests and reduce the workload of managers. In addition, it was important to save the history of all requests, regardless of the source from which they came. To solve the problem, we used several tools. Automation of answers to incoming calls To work with telephony, we connected the Voice Robot. It intercepts all incoming calls to the call center and conducts an initial dialogue with patients, answering the most popular questions. The robot uses only agreed upon scripted response wording, for example: Patient : What are your opening hours? Robot : All our clinics are open from 8:00 to 20:00, seven days a week.
The robot's phrase is standard, written in its brazil cell phone number list script. However, the robot conducts a full dialogue with the client and answers his questions, responding to key words. Thus, the robot answers most of the most popular questions and takes on all the routine work of the call center. Most often, patients call to make an appointment with a specific doctor (or a doctor of a specific specialty). contact information, suggests a specialist, and enters the appointment into the CRM. After that, the system sends the patient an SMS with the date and time of the appointment and the address of the clinic. If the patient has questions that the Voice Robot cannot answer, it switches the conversation to the manager.
This way, specialists can avoid wasting their time on routine tasks and focus on solving more complex ones. Working with text messages On the clinic's website, you can contact specialists via an online consultant chat or write via social networks or messengers. This is due to the fact that not all patients prefer to make calls, and not everyone has this opportunity. Before contacting us, medical center managers had to review requests in their free time from calls, and constantly switch between channels: check Telegram, Vkontakte, Viber. This was inconvenient, and many requests and questions remained unanswered. We suggested connecting the functionality of the chatbot designer. It combines requests from messengers and social networks on one platform and automates communication using scenarios.