Client Overview
Company: Wockhardt Hospitals, a leading multi-city healthcare provider in India.
Objective: Automate and enhance patient engagement and support using an intelligent AI-powered assistant.
Goal: Streamline appointment scheduling, improve doctor discovery, enable multilingual support, and reduce operational costs.
Need: A scalable AI solution to automate engagement, reduce support team workload, and improve patient experience across all digital touchpoints.
Challenges
- Inefficient Appointment Booking: Only 1% of website visitors successfully booked appointments.
- Doctor Discovery Difficulty: Patients had trouble finding the right doctor, slowing access to care.
- Lack of Multilingual Support: Inability to communicate effectively with non-English speaking patients.
- High Support Load: Customer support teams were overwhelmed with manual queries.
- Rising Marketing Costs: Reliance on cold-calling and traditional outreach drove up costs.
- Limited Digital Engagement: Low lead capture from website interactions.
Our AI Chatbot Solution
- AI-Powered Appointment Scheduling: Automated real-time booking, improving patient convenience.
- Advanced Doctor Search: Patients were able to quickly connect with the right doctors using AI-driven matching.
- Multilingual Chat Capabilities: Expanded support in regional languages to improve accessibility.
- Real-Time Conversational Support: Reduced dependency on live agents through personalized, immediate AI responses.
- Lead Engagement & Capture: AI-driven tools proactively engaged visitors and converted them into leads.
Benefits Realized
- Lead Capture Rate Increased: From 0% to 25.27%, enhancing patient acquisition significantly.
- Appointment Booking Rate Rose: From 1% to 7.19%, simplifying access to care for thousands of patients.
- Improved Engagement: More interactive experiences led to a 25.27% increase in form completion and lead submission.
- Cost Savings: Marketing and cold-calling expenses were reduced by 44%.
- Operational Efficiency: Customer support workload decreased by 38%, allowing the team to focus on higher-priority cases.
Conclusion
The introduction of Exult’s Healthcare AI Assistant transformed how Wockhardt Hospitals interacts with patients online. With real-time support, multilingual communication, and automated appointment booking, Wockhardt greatly enhanced patient satisfaction while streamlining operations. The AI assistant not only reduced costs and improved efficiencies but also elevated the hospital’s digital capabilities, making it easier for patients to get the care they need.
- Lead capture rate increased from 0% to 25.27%.
- Appointment scheduling success rose from 1% to 7.19%.
- 44% reduction in cold-calling and marketing spend.
- 38% reduction in support team workload.
- Improved accessibility through multilingual AI assistance.
Wockhardt Hospitals is now well-positioned to scale its operations and meet growing digital demands while continuing to provide world-class healthcare experiences.
