Gemotest automated communications with patients using MTT

2020: Automation of communication with patients

The federal medical company, Gemotest laboratory using the designer of voice VoiceBox robots from MTT automated confirmation of time of arrival of the nurse to the patient on the house in 87 cities of Russia. On June 17, 2020 the MTT company reported about it.

VoiceBox is the product MTT allowing to assemble the voice robot under needs of each specific business, and we are glad that our solution is implemented by the medical companies. "Гемотест", having accreditation of Rospotrebnadzor as reference laboratory on PTsR-researches for identification of COVID-19, faced the amount of requests which increased many times. Our voice robot helps to unload call center operators now and to save resources for more important issues, – Alexander Nikolaev, the development director of products of MTT company says.

Some days before date of departure the robot assembled on the VoiceBox platform rings round clients and asks whether they are ready to accept the nurse in the planned time. Survey results are automatically brought in the CRM system of Gemotest. If plans of the patient changed and he cannot accept the nurse in the stipulated time, the robot asks to state the reason and fixes it in the report for specialists of the company. After that the manager contacts the patient and, considering an individual situation, offers modern times.

We only began to use the voice MTT robot, but we can already tell that the automated call-down strongly unloads our contact center. Now it is possible to poll 500 clients and to create the report according to the results of in only 10 minutes, – Lyudmila Bulygina, the head of department of information support of Gemotest laboratory says. – It will help to increase service quality and to provide to our clients individual approach to the solution of their questions.

The VoiceBox platform allows to receive a range of services in one "window": voice robot, communication services and numbering. The VoiceBox interface is simple and intuitive. Any specialist without skills of programming can work in it. The robot gathers from ready functional units: the entering and outgoing calls, recognition and speech synthesis, the interactive menu, logical processing, readdressing, integration into the external database. Depending on the purposes of an advertizing or information campaign it is possible to select suitable number: city or in format 8-800. It is also possible to plan campaigns for a certain period and in real time to trace statistics. Besides, VoiceBox can be integrated with the majority of the CRM systems, for example, of Bitriks24 or amoCRM. The platform is provided for creation of the robot free of charge, the user pays only traffic.