MTS Exolve has connected a digital assistant for the network of medical centers "Palette"

2024: Digital Assistant Launch

MTS Exolve, a 100% subsidiary of MTS PJSC "," connected a digital assistant for one of the networks medical of centers "" in the Palette city. Vladimir MTS Exolve announced this on May 7, 2024.

Up to 900 patients visit multidisciplinary clinics of the Palette network every day. With a high workload of doctors, a reminder of the upcoming appointment is not only a service for patients, but also a tool for managing the medical schedule. Previously, this task was solved by employees of the contact center. It was possible to partially reduce the load on operators by confirming the reception in the Palettes mobile application. However, the MTS Exolve robot helped to really optimize the process. He calls visitors on the eve of their visit to the clinic and reminds of an appointment with a doctor, providing an opportunity to confirm or cancel the visit in time if changes have arisen in the patients' plans.

Also, the digital assistant forms and uploads a report in which it reflects the vacated time slots in the schedule of medical specialists.

The virtual assistant was introduced into the work of the contact center in December 2023, in May 2024 it makes about 600 calls per day. In 80% of cases, the recording is confirmed using a robot, which indicates a positive attitude of patients towards interaction with it.

The use of the robot allowed us to free employees from performing routine tasks, redirecting their efforts to work that requires human attention and interaction with patients, - said Svetlana Petrova, head of the contact center of the Palette network. - In the future, we plan to expand the functionality of the robot to further improve the efficiency and quality of service.

The MTS Exolve portfolio includes a number of successful cases from the medical field, where the digital assistant takes on recurring tasks, thereby saving time for employees and increasing the productivity of clinics, "commented Kostas Dubosas, MTT Sales and Service Director. - Customer interaction automation services are naturally gaining more and more popularity not only in the healthcare sector, but also in many other industries.