We suggested connecting the functionality

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The robot's phrase is standard, written in its script. However, the robot conducts a full dialogue with the client and answers his questions, responding to key words. Thus, the robot answers most of the most popular questions and takes on all the routine work of the call center. Most often, patients call to make an appointment with a specific doctor (or a doctor of a specific specialty). The robot asks the patient for the necessary contact information, suggests a specialist, and enters the appointment into the CRM. After that, the system sends the patient an SMS with the date and time of the appointment and the address of the clinic. If the patient has questions that the Voice Robot cannot answer, it switches the conversation to the manager.



This way, specialists can avoid wasting their time estonia whatsapp number data 5 million on routine tasks and focus on solving more complex ones. Working with text messages On the clinic's website, you can contact specialists via an online consultant chat or write via social networks or messengers. This is due to the fact that not all patients prefer to make calls, and not everyone has this opportunity. Before contacting us, medical center managers had to review requests in their free time from calls, and constantly switch between channels: check Telegram, Vkontakte, Viber. This was inconvenient, and many requests and questions remained unanswered. of the chatbot designer. It combines requests from messengers and social networks on one platform and automates communication using scenarios.



The chatbot offers the user to select a topic for contacting the clinic from several options (“Make an appointment”, “Reschedule or cancel an appointment”, “Ask a question”, “Request a call”) and develops a dialogue based on the selected option. Just like the Voice Robot, it can answer the user's most popular questions, record his appointment or perform other routine tasks. At the same time, the user can call the manager to the chat at any time, and he will give more detailed advice. Thus, the chatbot simplifies work with requests and at the same time improves the quality of customer service. It responds to all requests instantly, 24/7, and never forgets to save data in the CRM. Results The introduction of the tools helped the medical center significantly improve the standards of handling requests: The response speed to requests became instantaneous, and all requests began to be processed around the clock; The number of missed calls decreased from 15% to 2%; The flow of processed requests increased by 2.