Optimizing Healthcare Operations with Voice AI Agents for Enhanced Patient Care

A multi-specialty hospital uses Voice AI agents to automate scheduling and patient inquiries, improving care and cutting costs.

  • Fully Customizable
  • No hidden costs
  • No coding required

About the Client

The client is a large, multi-specialty hospital chain, operating a network of 10 hospitals and 25 outpatient clinics across metropolitan cities. They offer a range of healthcare services, from outpatient care to specialized treatments. The hospital sought to provide excellent patient care, improve operational efficiency and enhance the patient experience by integrating AI agents into their workflow.

Challenges

The hospital management faced a range of operational challenges

High Administrative Load

The traditional process of booking and rescheduling appointments was time-consuming and prone to errors, leading to patient dissatisfaction and increased staff workload.
Limited 24/7 Availability

The hospital lacked round-the-clock patient support, leading to missed inquiries, scheduling issues, and lower patient satisfaction.
High Operating Costs

Staffing the call center for patient support, appointment scheduling, and follow-ups increased labor costs.
Patient Follow-ups

The lack of proactive follow-up on medication, treatment plans, and post-visit check-ins led to lower adherence rates and missed patient engagement opportunities.
Long Call Wait

Patients often experienced long wait times for appointments, inquiries, and rescheduling, leading to frustration and dissatisfaction.
Addressing Common Queries

Routine inquiries such as appointment confirmations, clinic timings, and patient instructions consumed a significant amount of staff time.

Objectives

The hospital management had several key goals they wanted to achieve with the implementation of AI agents

  • Automate appointment scheduling and patient reminders
  • Provide 24/7 patient support, reducing response times
  • Reduce operational costs by minimizing human dependency
  • Support Multiple Languages
  • Eliminate long call queue, reduce wait times and enhance patient experience
  • Automate patient reminders for appointments, treatments and follow-ups
Our Services

Solution

The hospital partnered with Supafunnel to implement Voice AI agents capable of handling various aspects of patient interaction and operations.

01

Automated Appointment Scheduling

AI agents seamlessly handled patient appointments, rescheduling, and cancellations. This reduced manual effort by 75%, increased appointment adherence by 30%, and allowed patients to reschedule with ease.

02

24/7 Multilingual Patient Support

The AI agents utilized advanced Natural Language Processing (NLP) to communicate in six languages. This feature eased communication barriers, leading to a significant boost in guest satisfaction.

03

Handling Patient Inquiries

AI agents answered FAQs about hospital services, procedures, insurance, and general health queries with speed and accuracy, improving the overall patient experience. This reduced the burden on front-desk staff by 60%.

04

Proactive Patient Follow-Ups

The Voice AI agents automated follow-up calls for patients post-treatment, providing reminders for medication, check-ups, and future appointments, improving patient engagement and adherence to treatment plans.

05

Enhanced Call Routing

AI agents routed patient calls based on specific needs without requiring additional staff. This eliminated long waits, improved call response times by 60%, and allowed staff to focus on more critical tasks.

06

Elimination of IVR Systems

The hospital replaced outdated touch-tone IVRs with AI agents that routed calls efficiently without requiring patients to wait in long queues or be transferred among departments. This resulted in a 55% reduction in average call-handling times.

Outcome

The adoption of AI agents resulted in measurable improvements across various operational and patient care metrics:

  • The hospital achieved a 55% reduction in operational costs by decreasing reliance on human agents for routine tasks and minimizing the need for additional staff.
  • Patient satisfaction scores improved by 35% as a result of faster response times, personalized communication, and proactive patient engagement.
  • Automation of appointment scheduling, follow-ups, and call routing increased overall operational efficiency by 75%.
  • The AI agents supported 12 languages which bridged communication gaps with non-English speaking patients, further enhancing the patient experience.
  • The AI agents reduced call center wait times by 60%, significantly improving patient support and reducing frustration.
  • Appointment reminders and follow-up messages sent by AI agents contributed to a 30% reduction in missed appointments.
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reduction in operational costs

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improvement in patient satisfaction scores

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reduction in wait times

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