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Case Study

AI-enabled patient experience improvement in the Philippines

The Medical City Clinic chatbot handles 8400+ chats a month, reducing wait times, including more native Tagalog and Cebuano speakers, and improving overall patient experience as Filipinos are seeking stronger connections to their health and wellness services.

Client
The Medical City Clinic

8400+

chats per month

1000+

doctors connected

50

clinics covered

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Proto

Proto is the leader for inclusive chatbots and 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 consumer experience, protection, and lifetime value across 20+ emerging markets.

The Medical City Clinic

The Medical City Clinic (TMCC) is a private outpatient ambulatory clinic that is currently in its 25th year operating 50 clinics with 1000+ 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.

Problem

TMCC relied on manual support via their hotline and Facebook Messenger channels to support patients but as their patient base, number of clinics, and doctors grew the team was struggling to keep up with the volume and provide a high-quality experience.

Their hotline, outsourced to a contact center, had a high volume of calls coming through and the team was constantly overwhelmed. The wait times were long and not all patients were able to connect with support due to a lack of capacity on the phone system. 

The automation provided by Facebook Messenger was also unsatisfactory as it was limited to four or five frequently asked questions.

Overall, TMCC was spending capital on outsourced contact centers but was still unable to provide prompt or efficient responses to patients, leading to frustration and risking patient loyalty.

Solution

Proto's AICX platform was implemented as an AI-enabled chatbot, named Med-C, that speaks their patients' language and is able to address all most common patient requests. The chatbot has been launched across 50+ clinics and 1000+ doctors and used as a replacement for their limited rule-based original Messenger chatbot. 

Med-C has been able to alleviate the pressure on TMCC's outsourced contact center - handling 8400+ chats a month, reducing wait times, including more native speakers, and improving the overall patient experience.

By leveraging Proto's NLP technology, the chatbot can understand and respond to a wide range of patient requests over the main local languages - Tagalog, Cebuano, and Taglish (Tagalog + English hybrid), as well as integrate with existing systems like their website developer and customer service hotline. From the consumer perspective, the chatbot is widely-available via webchat, Facebook Messenger, and Viber.

Over the coming weeks, the Med-C chatbot will be continuously upgraded with additional functions such as automated appointment booking and exam results and increasing intent classification accuracy across its historically-underserved languages.

Results

Approach

Conclusion

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With the help of a chatbot from Proto, TMCC 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 provide a personalized experience that met each individual patient’s needs. 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 TMCC stay at the forefront of healthcare innovation in a rapidly changing landscape.

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Do your clinics also need local language patient support without the massive cost? Get started today with a Proto template chatbot and a 14-day free trial.