Case study

AI-enabled patient experience for a healthcare provider in Philippines

TMC-SL sought improved patient support as clinics expanded. Manual hotline and Facebook Messenger proved inadequate. To address this, they deployed an AI chatbot via Proto's AICX Platform. The chatbot, powered by the proLocal natural language processing engine, communicates in multiple local languages and integrates with the doctor database for real-time patient info.

Client
The Medical City South Luzon

1000+

doctos connected

50

clinics covered

47%

automated query resolution

3

channels deployed

The Medical City South Luzon (TMC-SL) is a leading healthcare provider in the Philippines, continuously seeking ways to provide high-quality patient care and service. As the complexity of handling customer support increased across multiple channels, TMC-SL needed a solution that would enhance patients' satisfaction while increasing support agent efficiency. Through collaboration with Proto AICX, the hospital implemented an AI-driven chatbot to automate their support system and improve the overall patient experience.

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The Medical City South Luzon

The Medical City (TMC) South Luzon (SL), situated in Santa Rosa, Laguna, is an 80-bed hospital complex and a vital gateway to SL, covering Laguna, Batangas, and Cavite provinces. It's a partnership between PSI Healthcare Development Services Corporation and Calamba Medical Center, managed by TMC. It offers top-quality diagnostic and treatment services, including but not limited to radiology, cardiac catheterization, and OR. TMC operates hospitals in Metro Manila, Pampanga, Pangasinan, Iloilo, Guam, and a clinic in Dubai.

Proto

Proto is the leader for multilingual contact centre automation in emerging markets. Proto’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and mixed languages. The Proto team has successfully developed novel deep-learning techniques and regulatory partnerships to maximize patient experience, protection, and lifetime value across 20+ emerging markets.

Problem

TMC-SL faced difficulties in managing patient support requests as the number of clinics and patient volume expanded. Earlier, they relied on manual support through their hotline and social channels, such as Facebook Messenger. However, these channels were insufficient to meet growing demand, resulting in longer wait times and limited automation capabilities.

Solution

To address these challenges, TMC-SL deployed an AI-enabled chatbot powered by Proto’s AICX Platform. The chatbot handles over 10,400 chats monthly and offers automated service for more than 50 clinics. Powered by Proto’s proprietary NLP technology, the chatbot can understand and respond in multiple languages, including Tagalog and Cebuano. Moreover, it directly integrates with the hospital's doctor availability database, enabling patients to receive real-time information.

Multi-channel Deployment

The AI solution was deployed across various channels namely  Webchat, Facebook Messenger, and Viber. This build-once-deploy-anywhere strategy allows seamless and familiar interactions for end-users via their preferred channel.

Results

By implementing Proto's AI-driven chatbot solution, TMC-SL achieved remarkable results in enhancing customer support and patient experience.

1000+

doctos connected

50

clinics covered

47%

automated query resolution

3

channels deployed

Approach

Conclusion

The collaboration between TMC-SL and Proto AICX has transformed customer support and patient experience through the deployment of an AI-based chatbot solution. As a leader in multilingual contact center automation in emerging markets, Proto's AICX platform showcases the immense potential for conversational AI to improve efficiency across industries and create more delightful customer experiences.

Forward-looking Plans

TMC-SL plans to leverage Proto's unique local language detection capabilities further, allowing end-users to interact in multiple languages within the same chat conversation.

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