Given the nature of these scheduling calls, an intelligent chatbot could go a long way in handling these simple tasks while freeing up Dr. Shterev Hospital’s contact center to handle more demanding requests.
This inspired Dr. Shterev Hospital to look into Progress® Kinvey™ Chat, an AI-powered chatbot that would enable the clinic to deliver self-service chat experiences. The chatbot was designed to drive significant improvements in three specific areas of Dr. Shterev Hospital’s existing customer engagement process.
1. An intelligent chatbot would be able to take on approximately 49% of the call center load, which in turn frees up the contact center team to spend more time on more pressing calls.
2. An intelligent chatbot would also dramatically improve the patient experience by enabling patients to quickly book appointments, even during peak hours.
3. An intelligent chatbot could unlock a new communication channel with patients as well. In today’s digital world, many patients prefer online communication rather than direct voice calls.
Kinvey Chat was suited perfectly for the job. Traditional chatbot frameworks rely on complex, error-prone decision trees to deliver customer service. This results in a customer experience that feels unnatural for users—as if they were talking to an answering machine that can only follow conversations down pre-defined paths.
What differentiates Kinvey Chat is its AI-powered Cognitive Flow technology. This enables enterprises to train their chatbots much like they would any customer service agent, using a set of goals with historical data and examples from existing backend systems. Kinvey Chat chatbots can be brought up to speed quickly, up to 10-15 times faster than other bot frameworks, and provide a better overall experience.