Client Overview
Company: AIG Hospitals, a multi-specialty healthcare institution known for its advanced diagnostics and treatment facilities.
Objective: Improve patient engagement and triage efficiency with an AI-powered assistant capable of handling diverse specialties.
Goal: Provide quicker responses to patient queries, guide them to the right department, and streamline the intake process.
Need: A scalable, multilingual AI solution to handle inquiries, appointment routing, and health information dissemination across specialties.
Challenges
AIG Hospitals, with its wide range of departments, faced several key challenges:
- Overloaded Call Centers During Peak Hours
- Difficulty in Routing Patients to the Right Specialty
- High Volume of FAQ-Based Inquiries
- Lack of Multilingual Support for Regional Patients
- Delays in Capturing Pre-Consultation Symptoms
Our AI Chatbot Solution
Exult AI implemented a robust, multilingual AI chatbot with advanced triage capabilities:
- Intelligent Symptom-Based Triage Assistant
- Multilingual Chat Support for local and international patients
- Specialty Routing Engine to direct queries to the correct department
- Pre-Consultation Questionnaire Automation
- Integration with HMS & Patient Portals
Benefits Realized
- Reduced Average Wait Time by 60%
- Improved Accuracy in Patient Routing
- Enhanced Multilingual Engagement (5 Languages Supported)
- Automated Collection of Pre-Consultation Information
- 24/7 Patient Interaction Without Additional Staff
Conclusion
AIG Hospitals’ collaboration with Exult AI led to a dramatic improvement in both operational efficiency and patient experience. With a conversational AI assistant capable of multilingual triage and accurate department routing, AIG now offers a seamless and responsive first point of contact for patients.
Key outcomes:
- 75% of patient inquiries handled by the AI assistant
- 55% increase in appointment scheduling efficiency
- 50% reduction in misrouted calls
- Significantly improved satisfaction scores from patients
