Operations Lead, Healthcare Services
The WhatsApp bot took roughly a third of the calls off my team
Most of what our phone lines handled was the same handful of questions about appointments and paperwork. The bot answers those from our own documentation rather than deflecting people to a form, and when it does pass someone to a coordinator the whole conversation goes with them, so the patient is not starting again. My team were sceptical for about a fortnight and then stopped mentioning it, which from them is approval.
- Quality
- 5.0
- Cost
- 5.0
- Communication
- 5.0
Would they recommend them? 1