Client Overview
Company: Sancheti Hospital, a premier orthopedic and rehabilitation center in India.
Objective: Streamline patient pre-consultation processes and improve communication for follow-up care using an AI-powered voice and chat assistant.
Goal: Reduce wait times, improve appointment scheduling, and ensure better post-consultation support for patients.
Need: A digital solution that can manage high patient volumes, automate routine interactions, and maintain quality communication across touchpoints.
Challenges
As a specialty hospital dealing with large patient volumes, Sancheti faced:
- Lengthy Appointment Booking Process
- High Call Volumes at Front Desk
- Manual Management of Follow-Up Reminders
- Delayed Response to Pre-Surgery Queries
- Inconsistent Patient Communication Across Departments
Our AI Chatbot Solution
Exult AI deployed a HIPAA-compliant AI assistant integrated with hospital scheduling systems and communication platforms:
- Conversational Appointment Booking via chat and voice
- Automated Pre-Surgery FAQs & Information
- Multi-Channel Follow-Up Reminders (SMS, WhatsApp, Email)
- Voice Bot for Inbound Call Handling at the front desk
- CRM Integration for real-time patient data and visit history
Benefits Realized
- 70% Reduction in Call Center Load
- Faster Appointment Turnaround Times
- Improved Patient Experience through timely and relevant responses
- Increased Follow-Up Compliance with automated reminders
- Staff Time Freed Up to focus on in-person care delivery
Conclusion
With Exult AI’s chatbot and voice solutions, Sancheti Hospital significantly enhanced both its operational efficiency and patient satisfaction. Routine interactions were automated, wait times dropped, and patients received the information they needed—when they needed it.
Key outcomes:
- 65% of appointments now handled automatically via AI
- 50% improvement in follow-up adherence
- 80% faster response rate to general patient queries
- Enhanced patient trust and satisfaction metrics
