Automated call and queue management

INSPECTION

The automated call system is a state-of-the-art technology solution based on artificial intelligence and deep learning algorithms that reduces revenue loss, optimises practice occupancy and helps receptionists work more efficiently. Automated, close communication reduces the number of no-shows, because if it becomes clear in time that a patient is not sure he or she can come to the appointment booked, they can cancel it. The appointment that becomes available can then be booked by another patient who is able to pay, increasing the efficiency of the practice and patient satisfaction.

The system is designed to manage booking confirmations and test reminders without human intervention, by automatically initiating calls.

And the waiting list feature can help fill gaps in appointment times by offering the caller robot to rebook vacant appointments for patients with later appointments.

Real-life example: A patient books a medical appointment online. In addition to the booking confirmation email and a reminder SMS before the appointment, the automated call system will make a call to the patient 3 days (optional) before the appointment to confirm the expected attendance. If the call fails, the system retries after the specified waiting time or the number can be recalled and the conversation can be continued. If the patient is unable to make the appointment, the system will qualify the call and the facility can take steps to fill the available appointment.

OPERATION

The oral conversation with the patient is recorded by the system assesses in real time and a based on patient's verbal responses classifies it as either positive or negative. In the case of a call outcome that is not positive, the system is able to connect the receptionist, so that only in cases where it is assumed that the patient will not attend the examination, the staff need to intervene.

• Separate call cases for different purposes Campaigns can be created, which can have individual parameter settings. E.g. booking confirmation, rebooking of a waiting list appointment

• The system at predetermined times call the patients, adjustable ringing time and caller ID

• The caller robot with simple questions to answer obtain information from the patient about the suitability of the booking date.

• In the event of unsuccessful calls, the system will redial the number of retries, with a fixed waiting time

• If the appointment is not convenient for the patient, ability to cancel the reservation or contact customer service.

• Based on the answers received, the system constantly learning and improve its efficiency.

• Waiting list: Automatic uploading of cancellations to exclude unused appointments. (under development!)

How the waiting list works: When a patient cancels their booking, the call system automatically notifies those who have indicated during their booking that they would like to bring their appointment forward in case of an opening. The system tries to rebook the appointment not only for that day, but also for the following days, until the unused time slot within the appointment is fully filled.

• Any number of automatic call campaigns
• Calling times available
• Definable precipitation time
• Enter the number of calls made at the same time
• Setting the caller ID
• Retry mechanism
• Call back in case of missed call
• Dynamic, data-driven questioning
• Multilingual support (Hungarian, English, Czech, Slovak, Polish, Romanian, Czech, Hungarian).
• Queue management (under development!)

ADVANTAGES

• Exempts the reception from making confirmation telephone calls

• Reducing the loss of revenue by uploading appointments immediately after cancellations

• Optimise costs with automatic confirmations and reminders

• Medio optimal use of doctors' time with confirmed dates

• Automatic calls and dynamic questions reduce the possibility of human error

• Close communication increases trust in the institution and satisfaction

The automated call system offers a state-of-the-art solution for medical practices, which not only brings operational efficiency, but also patient comfort and satisfaction. The system's continuous evolution and self-learning capability ensure optimal long-term operation and reliability.

CONTACT

If you have any questions about the new function, please contact us!