Clinic achieves 273% increase in automated patient service
The Medical City Clinic chatbot handles >10,400 chats a month, eliminating wait times across 50 clinics for Tagalog and Cebuano patients who need to book appointments and check their test results.
+273%
engagement in the first three months
10K
chats handled monthly
268K
interactions handled monthly
The Medical City Clinic (TMCC) is a private outpatient ambulatory clinic with 1,000+ doctors in Metro Manila and provincial areas of Luzon. TMCC offers a wide range of diagnostic and therapeutic procedures for a broad array of diseases, spanning the entire health continuum from preventative to rehabilitative medicine.
Challenge: High volumes of patient support
Challenge
The Medical City Clinic relied on manual support via their hotline and Facebook Messenger channels to support patients. As the number of clinics and patient base grew, the team struggled to keep up with the volume of patient support requests and maintain a high-quality experience.
The high volume of calls coming through the hotline increased wait times, and not all patients were able to connect with support. Facebook Messenger's service automation was limited to four or five frequently asked questions, which wasn't a satisfactory solution either.
Overall, The Medical City Clinic was spending capital on outsourced contact centres but was still unable to provide prompt or efficient responses to patients, leading to frustration and risking patient loyalty.
Process: Med-C patient experience chatbot
Process
Proto's AICX platform was implemented as an AI-enabled chatbot, named Med-C, that replaced their limited and rule-based Messenger chatbot and alleviated pressure on the clinic's outsourced contact centre. The chatbot handles over 10,400 chats per month, providing automated service for over 50 clinics.
Leveraging Proto's NLP technology, the chatbot can understand and respond to a wide range of patient requests in Tagalog, Cebuano, and Taglish (Tagalog + English hybrid), as well as integrate with existing systems such as their website and customer service hotline. The chatbot is available 24/7 for patients via webchat, Facebook Messenger, and Viber.
As it continues to scale multilingual support, the Med-C chatbot will be continuously upgraded to increase intent classification accuracy across its historically-underserved languages.
Solution: Healthcare innovation at scale
Solution
With the help of Proto's chatbot platform, The Medical City Clinic was able to significantly reduce wait times and improve the overall patient experience. The chatbot leveraged cutting-edge AI tools to understand natural language and provided a personalized experience for each patient.
1.5K
requests for doctor appointments
2K
requests for clinic schedules
Furthermore, it incorporated a variety of native speakers in order to ensure comprehensive support across all regions in The Philippines. Overall, the automated patient support offered by Proto has helped the clinic stay at the forefront of healthcare innovation in a rapidly changing landscape.
About Proto
Proto is the leading generative AICX platform for local languages. Its inclusive text and voice AI assistants excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. The Proto AICX Platform is powered by large language models and the proprietary ProtoAI engine for high accuracy in underserved languages. Proto deployments feature enterprise-grade security and capabilities such as on-premise hosting, customised analytics, and a 24/7 prompt engineering service. Headquartered in Waterloo, Canada, Proto is a global team operating across Latin America, Africa, and Asia.