- Clinics and Hospitals – 140 Clinics & 25 Hospitals
- Call Center – 750 Personnel
- A Matured Web Portal and Mobile App
The Journey to the New World
The Streebo Smart Chatbot for Hospitals and Clinics was added to the workforce after a few rounds of evaluation. The Chatbot was trained in various healthcare functions such as Schedule Doctor’s/Lab Appointment, Call an Ambulance/Doctor, fetch Patient History & Health Records, generate Prescriptions & Bills and Payment Transactions among others.
By deploying the Chatbot, the Healthcare Provider had expanded its outreach to new social media channels and at the same time put in a smart & highly intelligent employee in place. The Chatbot for Hospitals and Healthcare Patients manages the first line of interaction and provides instant responses 24×7, which is essential in case of emergencies. The blog below captures the customer journey in the new world after the chatbot was put in place.
Healthcare Patient Experience in the new world
Initial Interaction with Patient on Mobile App
John asks his questions about the Patient Assistance Programs. While asking he misspelled the words but the bot is highly intelligent to understand the intent of the user. Bot asks a few questions as per the eligibility criteria like the residence, insurance, income, etc. and John answers them. Next, he proceeds to take an online diagnosis.
So he writes to the bot regarding the same, the bot asks a few questions (with options provided to select) regarding the list of symptoms, common problems, since when he is experiencing the same, and furthermore questions as per the training provided to the bot for a particular disease. Accordingly, he inputs details and the bot suggests booking an appointment for an appropriate specialist. Before booking, John needs to check his schedule for the next few days and take a day off, so he decides to book an appointment later in the day. Next, he checks his schedule and finds he could take a day off for a checkup.
Book Appointment through Web App
John selects to “Book Health Checkup” option and the bot asks John to enter details like name, type of checkup, location, preferred date, e-mail ID and mobile number, etc. John submits all the details and the bot gives booking details and subsequently, John receives an e-mail with all the details. (Email Integration)
Call an Ambulance with a Simple WhatsApp Message
John recalls that Streebo Hospital allows ambulance booking for scheduled pick-ups. He messages on the WhatsApp number provided on the website and to his pleasant surprise, he sees an instant response and the bot deployed on WhatsApp understands that he wants to book an ambulance. The bot asks to select the type/nature of your ambulance call (Emergency/Non-emergency Call) and street address and John enters the requisite details.
Subsequently, the bot asks John to confirm a desired date and time for pickup, the address of the pick-up and drop along with the patient’s name and contact number and John enters the requisite details.
Next, the bot confirms the booking and shows the name of the driver and ambulance number and time of pick up. He forwards the details to his father on WhatsApp, who is impressed by John’s quick action.
Reports & Feedback on SMS
And rating from 1 to 5 (1 being bad and 5 being excellent)? John types 5 and hits send.
Bot thanks him for feedback and the opportunity given to serve him