Case Study: AI-Based Chatbot Application for a Hospital
About the Client
The client is a leading multi-specialty hospital with a reputation for delivering world-class healthcare services. As patient inquiries and appointment requests increased, the hospital faced challenges managing communication effectively, especially during non-working hours. To address this, the client sought an AI-powered chatbot to automate patient interactions, streamline appointment scheduling, and provide instant access to essential information.
Business Requirements
The client’s objectives for the chatbot included:
– Automating appointment booking, rescheduling, and cancellations.
– Providing instant answers to frequently asked questions (e.g., services offered, visiting hours, and contact details).
– Enabling patients to access their medical records securely through the chatbot.
– Multilingual support to cater to a diverse patient base.
– Integrating the chatbot with the hospital’s existing CRM and appointment management system.
WRD’s Approach
WRD took a methodical approach to develop the AI-based chatbot, ensuring it aligned with the client’s requirements:
1. Requirement Gathering and Planning
– Conducted workshops with hospital staff to understand the most common patient queries and workflows.
– Defined chatbot user personas and use cases for seamless patient interaction.
2. Design and Development
– Designed a conversational flow tailored to the hospital’s needs, using a mix of predefined responses and AI-driven natural language processing (NLP).
– Developed the chatbot using Google Dialogflow for advanced NLP capabilities and multilingual support.
– Integrated the chatbot with the hospital’s CRM for real-time access to patient data and appointment scheduling.
– Implemented a secure authentication system to allow patients to access medical records through the chatbot.
3. Testing and Optimization
– Conducted user testing with hospital staff and patients to refine conversational flows and improve the chatbot’s accuracy.
– Analyzed feedback to enhance the chatbot’s response quality and user experience.
4. Deployment and Support
– Deployed the chatbot on the hospital’s website and WhatsApp to ensure maximum accessibility.
– Provided post-deployment support to monitor performance and make iterative improvements.
Technologies Used
– AI Platform: Google Dialogflow for NLP and multilingual support
– Integration Tools: Custom APIs for CRM and appointment management integration
– Frontend Interface: Web-based chatbot interface and WhatsApp integration
– Security: OAuth2-based authentication for accessing patient records
– Database: PostgreSQL for storing chatbot logs and analytics
Key Features Delivered
– Automated Appointment Management: Instant booking, rescheduling, and cancellation through the chatbot.
– Multilingual Support: Conversations available in English, Spanish, and regional languages.
– Secure Access to Records: Patients could view test results and medical history after secure login.
– FAQ Automation: Instant responses to common queries, reducing the workload on hospital staff.
– 24/7 Availability: Around-the-clock service to handle patient inquiries even during off-hours.
Results Achieved
– Improved Efficiency: Reduced call volume to the hospital’s front desk by 60%, allowing staff to focus on critical tasks.
– Faster Service: Patients could book appointments within 2 minutes on average, enhancing satisfaction.
– Increased Engagement: Over 70% of patients interacted with the chatbot for inquiries and bookings.
– Enhanced Accessibility: Multilingual support broadened the hospital’s reach, improving patient experience across demographics.
– Secure Data Handling: The chatbot ensured HIPAA compliance, safeguarding sensitive patient information.
Conclusion
WRD’s AI-based chatbot solution empowered the hospital to deliver a superior patient experience while streamlining its operations. The chatbot’s seamless integration with existing systems and multilingual capabilities made it a valuable tool for both patients and staff, showcasing WRD’s expertise in AI-driven healthcare solutions.
