Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Chalange
Effective Patient Engagement: Dr. Miami Connect needed a bot that could interact naturally and provide relevant responses to a wide range of patient questions and concerns.
Data Collection and Privacy: As a healthcare provider, patient data privacy was a top priority, requiring secure data handling and compliance with privacy standards.
Seamless Appointment Scheduling: The bot had to efficiently schedule appointments and consultations while checking provider availability and reducing scheduling errors.
What did
Upwise do
Phase 1: SalesIQ Bot Development and Design
Bot Persona Design: Developed a friendly, empathetic bot persona that aligned with Dr. Miami Connect’s patient-centric approach, with a focus on clear communication and addressing patient concerns.
Predefined Conversation Flows: Created a range of conversation flows for common patient queries such as services offered, appointment availability, clinic hours, and pricing inquiries. The bot was also programmed to route complex cases to a human representative.
Self-Service Appointment Scheduling: Integrated the bot with Dr. Miami Connect’s scheduling system, allowing patients to book appointments directly through the bot, reducing the need for manual scheduling.
Multi-Language Support: Given the diverse patient base, the bot was designed to support English and Spanish, providing accessibility for a broader audience.
Phase 2: Zoho SalesIQ Bot Integration
Lead Capture and Qualification: Configured the bot to capture essential patient information, such as name, contact details, and specific needs. The bot also utilized qualifying questions to categorize patients based on their service interest (e.g., consultation, treatment inquiries).
Automated Follow-ups: Set up automated follow-up workflows to remind patients of their upcoming appointments and send additional information post-appointment, improving patient retention and reducing no-shows.
Integration with Zoho CRM: Integrated SalesIQ with Zoho CRM, ensuring all patient interactions and captured data flowed directly into the CRM for comprehensive patient records and follow-up management.
Custom Responses for Healthcare Compliance: Developed custom responses for the bot to handle questions about data privacy, patient confidentiality, and regulatory compliance, giving patients peace of mind about data handling practices.
Phase 3: Testing, Launch, and Training
User Acceptance Testing (UAT): Conducted extensive testing to ensure that the bot responded accurately to patient inquiries, scheduled appointments correctly, and captured data securely. This testing phase included common patient scenarios to validate response accuracy and escalation to human representatives when necessary.
Compliance Review: Ensured the bot adhered to HIPAA standards for patient data privacy, with clear disclaimers for patients and secure data handling procedures.
Staff Training: Provided training for the Dr. Miami Connect team on monitoring bot interactions, handling escalated inquiries, and using Zoho CRM to follow up on leads captured by the bot.
The Results
- Increased Lead Capture: With the SalesIQ bot, Dr. Miami Connect experienced a 50% increase in lead capture as potential patients were engaged immediately, reducing drop-offs from the website.
- Reduced Response Times: By automating initial inquiries, response times improved by 60%, allowing patients to get immediate answers and engage further without waiting for a human representative.
- Efficient Appointment Scheduling: The self-service scheduling feature through the bot reduced manual scheduling errors by 40% and improved appointment booking rates as patients could book at any time.
- Enhanced Patient Satisfaction: The bot’s quick responses, clear information, and multilingual support contributed to a 30% increase in patient satisfaction scores, as patients appreciated the accessibility and responsiveness.
- Better Lead Qualification: The bot’s qualifying questions allowed Dr. Miami Connect to prioritize leads effectively, focusing on high-intent patients and optimizing team resources.
- Improved Data Accuracy: With all patient information flowing into Zoho CRM, Dr. Miami Connect reduced data entry errors by 25% and improved the quality of patient records, ensuring better follow-up and service personalization.
