In this case study, we explore the implementation and impact of a hospital’s chatbot. The chatbot was designed to streamline the process of scheduling appointments, providing patients with a convenient and efficient way to book, re-book and cancel services and other services. The study aims to assess the benefits of the chatbot in terms of enhancing patient experience, reducing administrative workload, and optimizing resource allocation.
The hospital in focus is a multi-branch multi-specialty healthcare facility with a high volume of outpatient appointments across different departments. The existing appointment booking process involved phone calls, branch visits, long wait times, and manual data entry, leading to patient dissatisfaction and administrative challenges.
The hospital collaborated with arabot to develop a conversational chatbot using natural language processing (NLP) algorithms. The chatbot was integrated with the Hospital Information System to handle the transactional services; booking services, access to the user’s profile, access to the radiology and lab tests, and outbound messages (user notifications) using WhatsApp and live agent support.
Implementation and Integration:
The implementation of the hospital chatbot proved to be a successful endeavor, improving patient experience, enhancing operational efficiency, and optimizing resource allocation. Continuous monitoring, user feedback analysis, and regular updates were essential to maintaining and enhancing the chatbot's performance over time. The case study highlights the potential of chatbot technology to transform the healthcare industry and offers valuable insights for other hospitals considering similar implementations.