AI-powered Hospital Call Center: 80% Fewer Missed Calls, 30% Savings

An Italian healthcare leader grappled with call center inefficiencies, implementing an AI-powered solution that streamlined call handling, eliminated wait times, and enhanced patient satisfaction. This resulted in an 80% reduction in missed calls, zero wait times, and a 30% cost savings.

Problem Statement:

1. High call volume and missed calls: The hospital’s call center was overwhelmed, leading to missed calls and patient frustration.
2. Long wait times and inefficient call routing: Patients faced lengthy hold times and misdirected calls, wasting time and resources.
3. High call center costs: Traditional operations were expensive, draining resources.
4. Subpar patient experience: The hospital sought to enhance patient satisfaction with faster, more efficient service.
5. Scalability limitations: ​​The existing system needed help handling the growing call center service demand.
6. Lack of 24/7 support: The hospital required a solution that provided uninterrupted service.

Results:

1. 80% of calls handled by AI: The AI system handled 80% of all incoming calls, significantly reducing the workload on human operators.
2. 56% reduction in missed calls: The number of missed calls dropped by 56%, ensuring patients could reach the hospital more efficiently.
3. Zero wait times: Patients could get their calls answered immediately, eliminating frustrating hold times.
4. 30% cost savings: The hospital realized a 30% reduction in call center operating costs.
5. 24/7 availability: The AI system provided 24/7 service, ensuring that patients could get help anytime they needed it.

AI Solution:

Seeking to address the challenges, the hospital implemented an AI-powered solution called Reception AI.

Reception AI is an artificial intelligence system that utilizes natural language processing to handle incoming calls, effectively functioning as an automated switchboard.

Implementation of Reception AI involved several key steps:

Integration with Existing Systems: Reception AI was integrated with the hospital’s existing call center infrastructure, allowing for a seamless transition and ensuring compatibility with current workflows.

Knowledge Base Training: The AI system was trained on a comprehensive knowledge base of frequently asked questions, call handling procedures, and department information. This enabled it to provide accurate and relevant responses to various inquiries.

Continuous Improvement: The hospital’s team of bot trainers, data scientists, and data analysts closely monitored the AI system’s performance, analyzing user interactions and call patterns. This ongoing evaluation allowed for continuous improvement and refinement of the AI’s capabilities.

References:

1. Hospital sector case study: how Reception AI improved switchboard performance

Industry: Healthcare
Vendor: INGO
Client: Major Italian Hospital Company