Automation of answers to incoming calls
To work with telephony, we connected the Voice Robot. It intercepts all incoming calls to the call center and conducts an initial dialogue with patients, answering the most popular questions.
The robot uses only agreed upon scripted response wording, for example:
Patient : What are your opening hours?
Robot : All our clinics are open from 8:00 to 20:00, seven days a week.
The robot's phrase is standard, written in its script. However, the robot viber database conducts a full dialogue with the client and answers his questions, responding to key words. Thus, the robot answers most of the most popular questions and takes on all the routine work of the call center.
Most often, patients call to make an appointment with a specific doctor (or a doctor of a specific specialty). The robot asks the patient for the necessary contact information, suggests a specialist, and enters the appointment into the CRM. After that, the system sends the patient an SMS with the date and time of the appointment and the address of the clinic.
If the patient has questions that the Voice Robot cannot answer, it switches the conversation to the manager. This way, specialists can avoid wasting their time on routine tasks and focus on solving more complex ones.
Working with text messages
On the clinic's website, you can contact specialists via an online consultant chat or write via social networks or messengers. This is due to the fact that not all patients prefer to make calls, and not everyone has this opportunity.
Before contacting us, medical center managers had to review requests in their free time from calls, and constantly switch between channels: check Telegram, Vkontakte, Viber. This was inconvenient, and many requests and questions remained unanswered.
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