MTT has developed a digital assistant for the call center of Sarov Clinical Hospital No. 50

2022: Digital Assistant Development

On November 10, 2022, MTT JSC announced the development of a digital assistant for the call center of a multidisciplinary medical and preventive institution in the city of Sarov - Clinical Hospital No. 50 of the FMBA of Russia.

Calling a doctor at home has become more convenient, there is no need to wait for the operator's response, the call is free and the line is never busy. A separate number was allocated for operational communication, a digital assistant answers the call and transmits information about the patient's condition to the operator.

The digital assistant is configured to collect the most complete information about the patient's condition and transmit it to the doctor when contacted. The call is recorded, and can be heard by the operator if it is necessary to refine the data. Such a digital assistant can receive more than 100 calls at a time, while the operator works with only one patient during this time.

As of November 2022, more than 30% of patients use this particular method of calling a doctor. In the future, bring this figure to 80-90%.

Our company provides many innovative technological services to medical institutions, both private clinics and large state complexes, "said Dmitry Gordienko, head of the MTT project office. - In working with the Clinical Hospital No. 50 of the city of Sarov, our specialists connected and configured the digital assistant so as to reduce the load on operators, to eliminate the queue on the line. Its effectiveness is clear to the medical staff, and communication and questions are understandable to patients.

{{quote 'Together with the MTT team, the hospital is working to expand the capabilities of the voice robot. We have integrated the assistant into our CRM, and thanks to the unloading of reports on processed calls, transparent analytics, we see the effectiveness of the digital assistant - he significantly accelerated the application process for the patient, saving him from waiting for a response to the call, and also removed the load from call center operators, freeing them to accept other requests of patients, - said Marina Rumyantseva, head of polyclinic No. 1. }}

The digital assistant for the hospital is assembled on MTT 's VoiceBox platform. The platform interface is simple and intuitive. Any specialist can work in it without programming skills. It can be configured for individual company requests, these can be incoming and outgoing calls, speech recognition and synthesis, an interactive menu, logical processing, forwarding, integration with an external database, and much more.