A leading multi-specialty hospital network operating across Mumbai, with each hospital branch functioning as a separate unit. Its helpline manages general patient enquiries, OPD appointments, emergency transfers and health-checkup scheduling across the city.
Key Challenges
Fragmented contact points: Separate landline numbers for each branch caused confusion and made it difficult for patients to reach the right hospital.
High call abandonment: Morning appointment rushes led to missed calls, with no intelligent overflow or callback mechanism.
Decentralized doctor information: Separate doctor schedules across branches required agents to switch between multiple systems to check availability.
Inconsistent service quality: Individual helpdesk operations lacked standardized processes and centralized quality monitoring.
Limited AI-driven insights: No real-time visibility into call quality, patient sentiment, compliance or team performance.
KServe implemented a centralized, AI-powered patient support system to streamline communication and improve service delivery across all hospital branches.
– Unified 24×7×365 Helpline: Consolidated all branch contact numbers into a single helpline, supported by a dedicated, cross-trained team handling general enquiries, OPD appointments, emergency transfers and health-checkup scheduling.
– Intelligent Call Management: Deployed an intelligent dialer to route calls to available team members, manage peak-hour call volumes and trigger automated callbacks for eligible abandoned calls, helping reduce missed patient enquiries.
– AI-Powered Doctor Knowledge Base: Introduced a RAG-powered chatbot with a centralized database of doctor schedules across all branches. Agents can search using natural language to find relevant specialists and available appointment slots, with support for spelling corrections and vague queries.
– AI-Driven Customer Experience Monitoring: Implemented an AI CX Enhancer to analyze calls, detect patient sentiment, monitor compliance and assess service quality.
– Real-Time Performance Dashboards: Enabled team members, team leaders and management to monitor operational performance, identify service gaps and make data-driven improvements.
