Client Overview
Company: Nova IVF, a leading fertility care provider across India.
Objective: Automate patient interactions and improve lead engagement through an intelligent AI-powered chatbot.
Goal: Increase lead capture rate, personalize user support, and reduce operational overhead while maintaining empathetic, real-time communication with patients.
Need: A scalable AI solution that could streamline 24/7 patient support, integrate with booking systems, and handle high traffic volumes with care and accuracy.
Challenges
- Low Lead Capture Rate: Despite high web traffic, conversion was stuck at just 15%, limiting potential patient acquisition.
- Chat Overload: With over 22,000 chats per quarter, the support team was overwhelmed, leading to delayed responses and missed inquiries.
- Lack of Personalized Support: Many queries were sensitive and time-critical, but the response quality suffered due to reliance on generic scripts and overworked agents.
- Poor Scalability: Manual chat management wasn’t sustainable, especially during peak inquiry times.
- Suboptimal Engagement: Web engagement was low, failing to meet growing digital demands in the healthcare space.
Our AI Chatbot Solution
- Automated Lead Capture: The AI agent intelligently qualified and captured leads using natural conversation, reducing the need for manual form submissions.
- Real-Time, Personalized Responses: By using NLP and intent recognition, the chatbot could respond to sensitive queries in an empathetic and human-like manner.
- Seamless Booking Assistance: Patients could instantly get information and book appointments through the chatbot, improving user flow and satisfaction.
- 24/7 Availability: The chatbot remained active round-the-clock, offering assistance at any hour, especially critical for anxious, time-sensitive patients.
- Scalable Infrastructure: Easily handled surges in traffic and inquiries without sacrificing response quality.
Benefits Realized
- Lead Capture Rate Surge: Jumped from 15% to 75.84%, drastically improving patient acquisition.
- Website Engagement Increase: A 30% rise in traffic and a higher user interaction rate.
- Reduced Support Workload: The AI chatbot handled a majority of patient queries, allowing human agents to focus on critical or escalated cases.
- Better Patient Experience: Timely, compassionate responses helped build trust and increase satisfaction among first-time and returning patients.
- Cost Efficiency: Reduced the dependency on cold-calling and cut support overhead, contributing to lower CAC (Customer Acquisition Cost).
Conclusion
The implementation of Exult’s Healthcare AI Agent transformed Nova IVF’s digital patient engagement. By automating responses, increasing availability, and capturing leads intelligently, Nova IVF achieved:
- 75.84% lead capture rate
- 30% growth in website traffic
- 24/7 automated support
- 60% reduction in support team workload
Exult AI’s chatbot enabled Nova IVF to deliver a highly personalized, scalable, and efficient support experience while maintaining the compassionate tone essential in healthcare. With a strong digital foundation now in place, Nova IVF is positioned for continued growth, higher patient satisfaction, and operational excellence.
