Automation and Digital Support to Enhance Patient Experience.
Results
Challenge
Our client, a leading clinical analysis laboratory, faced the need to automate appointment management, improve web check-in, and efficiently refer inquiries to advisors. They sought a solution that would provide quality support, facilitating patient self-management and offering quick and accurate responses to their needs.
Solution
We implemented an integrated and evolving solution by combining Artificial Intelligence and CX experts. Using our Apex Bots platform, we created Lala, a virtual assistant that provides support via a new online chat channel. This bot enables self-management, offers information about locations and analyses, provides real-time responses, and ensures a seamless omnichannel experience. This significantly optimized the patient support process and management.
Value Added
With Apex Bots, we integrated omnichannel technology, customer journey consulting, and digital services management. This allowed us to offer personalized solutions tailored to the specific needs of our corporate clients. Additionally, we ensured brand reputation and balanced consumer freedom of expression with excellence in digital customer experience, creating a more efficient and satisfying work environment.
Results
The implementation of Apex Bots led to a 54% increase in patients served remotely, 24×7 support without the need to increase staff, a 99% resolution rate with the bot, and an 89% patient satisfaction rate. Furthermore, it enabled the reallocation of human resources from the phone channel to higher-value tasks, transforming the patient experience and significantly improving the laboratory’s operation, resulting in a memorable experience for all involved.