"Hemotest" increased the efficiency of the call center using the Robovoice voice bot

2024: Voice bot application

The network of medical laboratories Gemotest"" applies, voice boat developed on the platform, Robovoice to process orders and confirm an appointment. The solution optimized labor costs for contact center specialized tasks by 40% and increased the quality of care for patients out of more than 500 cities of Russia.. This was Softline announced on July 22, 2024.

To increase the level of service, Gemotest has automated the processing of incoming requests related to the clarification of order statuses. The digital operator answers calls instantly identifies and the subscriber by a number of parameters: order number, full name and date of birth. Then the bot checks data accounting system medical in the organization and provides the latest information about the readiness of the order. As of July 2024, more than 35% of patients are talking only with Robovoice: they successfully and fully pass the provided scenario (from greeting to farewell) and receive the necessary information. Those interested in additional service or assistance are transferred by the bot to first-line employees.

Along with this, the voice bot itself calls customers. To leave a medical specialist at home, it is necessary to confirm the relevance of the record in advance, so on the eve of Robovoice contacts the patient, reminds of the visit, voicing the specified time, address, as well as cost. If the client's plans have not changed, then the bot confirms the record, otherwise it clarifies the reason for the cancellation, so that, taking into account the context, operators can call back and offer other options. The bot enters the results of communication into the company's accounting system.

In addition, trigger polls are conducted with the help of Robovoice. When you enter a CRM information low rating consultation on the hotline, the bot instantly calls back and finds out the reason for the discontent. Thus, automation of the process solves the issue of timely collection of feedback, and Gemotest manages to quickly solve patients' problems and improve. business processes

Developing the company, we rely on the best management practices and advanced technologies. Digitalization of the call center is one of these steps. The company annually provides services to almost 12 million patients. The use of Robovoice has shown its effectiveness: the voice bot effectively copes with typical calls and significantly reduces the load on the operators of the contact center, - said Pavel Litvinov, director of organizational development at Gemotest.

Robovoice technologies are applicable in many areas of business, including - useful for medical institutions. Voice AI bots are able to process calls around the clock and remain highly efficient for any traffic. Robovoice digital operators understand the natural speech of customers, so communication with them is comfortable and familiar. Medical centers and laboratories provide clients with voice self-service services based on Robovoice technologies: calling a doctor at home, making an appointment, transferring and canceling visits, and many others. Using the Robovoice user platform, you can quickly launch bots to the needs of the company. Also, for large businesses, corporate customers and government agencies, we implement turnkey projects not only in the cloud, but also in the customer's contour, "said Alexander Pavlov, Managing Director of Robovoice of SL Soft.