Automate multilingual CX in 5 steps ⟶
Automate multilingual CX in 5 steps
The Medical City Clinic’s President and CEO Roberto Muñoz and Proto’s Asia Manager signed the deployment agreement for the Med-C chatbot to serve patients across the Philippines.
The Medical City Clinic (TMCC) relied upon manual patient support via a hotline and Facebook Messenger chat, but the scaling volume of incoming patient requests was difficult to manage. With 50+ clinics and 1000+ doctors, TMCC was looking for an effective solution to handle the patients. They chose Proto as a CX automation vendor that included a chatbot, Med-C, developed specifically for the organization.
As one of the first 50 countries in the world to launch a national AI roadmap, the Philippines continues to move confidently toward greater use of AI. The lockdown of recent years has accelerated the transition to greater automation and the need for innovative AI technology.
The high volume of requests to medical providers has increased the need for conversational AI chatbots. Before the outbreak, clients used AI chatbots less than 10% of the time, but now it's 25% and sometimes as high as 35%.
TMCC was spending a lot of money on outsourced contact centers but still was unable to provide patients with immediate and efficient responses, putting their loyalty at risk. Proto's automated patient support has helped the organisation stay at the forefront of healthcare innovation in a rapidly changing environment.
Roberto Muñoz said, “We are elated to work with Proto to help give our patients a more efficient and convenient way to interact with us.”
By using Med-C, TMCC both expands the use of AI in the country and relieves the burden on its contact center. So far, Med-C handles 10,400+ chats and 267,000+ messages per month, cutting response times to 2 seconds.
From the patient's perspective, appointment booking and test result checking can be done rapidly via Med-C through the convenient channels of Webchat, Facebook Messenger and Viber.
Using Proto's proprietary natural language processing (NLP) technology, the chatbot understands local and mixed languages, including Tagalog, Cebuano and Taglish (English + Tagalog hybrid).
Contact: Jennifer Dantoc, Director of Asia
Proto is the leader for multilingual contact center automation in emerging markets. Proto’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and rare languages. Proto's novel deep-learning techniques and regulatory partnerships maximise customer experience, protection, and lifetime value.
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.