CraftTalk put artificial intelligence on the service of the network of clinics "Mirt"

2022: Launch of CraftTalk Virtual Consultant AI Platform for Customer Communication

CraftTalk, the Russian AI platform for omnicanal communications, resident "," Skolkovo announced on July 26, 2022, the launch virtual of a single consultant in the contact center medical center "MIRT" city. Kostroma Virtual Assistant built on the basis of technologies artificial intelligence and constantly trained on the current dialogues of contact center operators. 

The MIRT clinic specializes in rehabilitation: it treats patients after injuries and operations on the spine and joints, spinal cord injuries, recovery from stroke, traumatic brain injuries. Conducts rehabilitation after pneumonia, including COVID-19. The clinic offers its patients topical, minimally invasive methods of treating pain in neurological, gynecological, urological, ENT diseases.

In December 2021, the management of the MIRT clinic decided to automate the work of its contact center, make it omnichannel with the ability to route dialogues to the right specialist. The task was to build a contact center in text channels, instant messengers and introduce artificial intelligence technologies that help visitors in 24x7 mode to receive answers to routine requests online without the participation of the operator. The CraftTalk solution was chosen as the technology platform.

Now, thanks to CraftTalk, the clinic's virtual chat bot operates on the official website, in the Telegram and Viber messengers, as well as groups in VK and Odnoklassniki.

All work was completed in just a few days by connecting cloudy SaaS a solution, taking into account the writing of scripts and the configuration of the channels and the bot. As a result of the project, answers to routine questions (clinic address, work schedule, etc.) are automated, administrators of the institution communicate with clients on other issues, all text channels are combined into 1 window, text calls are analyzed. According to statistics for June 2022, 64% of requests were processed by a bot, and 36% by operators, which significantly unloads clinic employees. A pleasant bonus was that while in the SME register, we can take advantage of the Digitalization small and Medium-Sized Business Support program Ministries of Digital Development and get a 50% discount on connectivity, noted Oleg Andreevich Kibirev, director of the Mirt MC

Projects for regional businesses are especially important for the company. It is on them that we clearly see how our solution helps the development of companies, reduces costs, unloads employees. And the fact that colleagues in the medical industry work with CraftTalk on their own speaks of the ease of mastering the product in use and availability in a broad sense, said Denis Petukhov CEO of CraftTalk.