Patient Scheduling & Triage Assistant
45% less call-centre volume
Client Context
A private healthcare network with 12 clinics and a central call centre handling 3,000+ calls per day. Peak wait times exceed 15 minutes.
The Challenge
The call centre is a bottleneck for patient access. 60% of calls are routine — scheduling, rescheduling, prescription refills — but they consume the same queue time as complex medical enquiries.
Our Approach
We deploy voice and chat AI integrated with the clinical management system, respecting booking rules, provider availability, and patient preferences. The system handles scheduling, prescription refills, and pre-consultation triage, escalating clinical questions to qualified staff.
Timeline: 10 weeks
The Results
- Projected 45% reduction in call-centre volume
- Expected 30% improvement in appointment utilisation
- Patient wait time projected to fall from 15+ minutes to under 2 minutes
- Clinical staff freed to focus on patient care
Facing a similar challenge?
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