Revolutionizing Patient Support: How an Indian Hospital Chain Enhanced Patient Experience & Reduced Support Costs by 60% with Kipps AI
Industry: Healthcare
Use Case: Patient Support & Engagement
Winning Features:
- AI-Powered Chatbot
- 24/7 Automated Support
- Appointment Scheduling
- CRM Integration
- Multichannel Engagement
- WhatsApp Chatbot
- Voice Call Service
Objective
An Indian hospital chain aimed to enhance patient engagement and streamline support processes. Their primary goals were:
- Improve response times for patient queries.
- Automate appointment scheduling and follow-ups.
- Reduce dependency on manual support and lower operational costs.
- Provide multilingual support for a diverse patient base.
Requirement
The hospital chain faced key challenges in patient communication:
- High Support Costs: Managing a large support team was expensive.
- Delayed Responses: Patients experienced long wait times for assistance.
- Fragmented Systems: Multiple communication channels lacked centralization.
- Scalability Issues: Handling increased patient inquiries was difficult without hiring additional staff.
Solution
By integrating Kipps AI’s chatbot, the hospital chain transformed patient interactions:
- AI-Powered Chatbot: Provided instant responses to FAQs, reducing support load.
- Automated Appointment Scheduling: Patients could book or reschedule appointments without human intervention.
- 24/7 Availability: Ensured round-the-clock support for medical queries and emergencies.
- CRM Integration: Enabled seamless tracking of patient interactions and medical history.
- Multilingual Support: Enhanced accessibility for non-English-speaking patients.
- WhatsApp & Web Chat Integration: Allowed patients to engage via their preferred platforms.
- WhatsApp Chatbot: Enabled direct patient communication, appointment booking, and follow-ups via WhatsApp.
- Voice Call Service: Automated voice responses for appointment reminders and emergency queries, improving accessibility for elderly patients.
Impact
Operational Efficiency:
- 60% Reduction in Support Costs by automating repetitive inquiries.
- 40% Faster Response Times leading to improved patient satisfaction.
- 24/7 Accessibility improved engagement and trust.
Patient Engagement:
- 2x Increase in Appointment Bookings through automated scheduling.
- 35% Higher Retention Rate due to proactive follow-ups.
- Seamless Multichannel Experience led to a frictionless patient journey.
Conclusion
With Kipps AI, the Indian hospital chain successfully optimized patient support, reduced costs, and enhanced engagement. By leveraging intelligent automation, they created a more accessible, efficient, and patient-friendly experience.
