Real-time healthcare info for 100-bed hospital
TMC-SL sought a more streamlined patient experience as part of their improved hospital services. To address this, they deployed Proto’s AICX Platform to communicate with multinational patients in local languages.
22K
patient interactions
47%
automated query resolution
The Medical City South Luzon (TMC-SL) is a leading healthcare provider in the Philippines. Situated in Santa Rosa, Laguna, the clinic is a 100-bed hospital complex and vital gateway to SL, covering Laguna, Batangas, and Cavite provinces. It offers top-quality diagnostic and treatment services, including radiology, cardiac catheterisation, and OR.
As the complexity of handling customer support increased across multiple channels, TMC-SL needed a solution that would enhance patients' satisfaction while increasing support agent efficiency to maintain high quality patient care and service.
Challenge: Managing a high volume of patient requests
Challenge
TMC-SL had relied on manual support through their hotline and social channels, such as Facebook Messenger. However, these channels were insufficient to meet growing demand, resulting in longer wait times and limited automation capabilities.
Process: A multilingual, omnichannel approach
Process
To address these challenges, TMC-SL deployed an AI-enabled chatbot powered by Proto’s AICX Platform. The chatbot handles over 10,400 chats monthly and offers automated service for patients. Powered by Proto’s proprietary NLP technology, the chatbot can understand and respond in multiple languages, including Tagalog and Cebuano. Moreover, it directly integrates with the hospital's doctor availability database, enabling patients to receive real-time information.
The AI solution was deployed across webchat, Facebook Messenger, and Viber. This build-once-deploy-anywhere strategy allows seamless and familiar interactions for end-users via their preferred channel.
Solution: Improved patient experiences
Solution
The collaboration between TMC-SL and Proto AICX has transformed customer support and patient experience through the deployment of an AI-based chatbot solution. As a leader in multilingual contact center automation in emerging markets, Proto's AICX platform showcases the immense potential for conversational AI to improve efficiency across industries and create more delightful patient experiences.
TMC-SL plans to leverage Proto's unique local language detection capabilities further, allowing end-users to interact in multiple languages within the same chat conversation.
About Proto
Proto is the leading generative AICX platform for local languages. Its inclusive chatbots excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. Powering the Proto AICX Platform is the proprietary ProtoAI™ engine for exceptional text and voice accuracy in underserved languages and large language models, such as ChatGPT. Proto's enterprise-level capabilities include data privacy options such as hybrid and on-premise hosting, customised CX analytics, and a 24/7 prompt engineering service.