SUCCESS STORIES
Healthcare
150+ employees
Europe
50% reduction in average patient response time
40% of routine patient inquiries automated through Voice & Chat
30% reduction in manually handled appointment-related interactions
Challenges
The organization manages a large healthcare network with numerous services, specialties, doctors, and locations.
Patients frequently contact the organization with questions about available examinations, medical services, doctors, locations, appointment availability, and scheduling.
Managing these interactions manually created pressure on customer service and administrative teams, particularly during periods of high call volume.
Key challenges included:
High volumes of repetitive patient inquiries
Pressure on customer service teams during peak periods
Waiting times before patients could receive assistance
Manual appointment-scheduling interactions
Repetitive questions about services, doctors, and locations
Difficulty scaling human support in line with patient demand
Need to provide consistent information across communication channels
Employees spending time on routine requests that could be automated
Need for faster and more convenient patient access to information and appointments
Solution
The organization partnered with Mplus to implement Graia AI Voice and Chat assistants, introducing conversational AI into patient communication and appointment-management processes.
The solution enabled patients to communicate naturally through Voice and Chat, receive relevant information, and complete supported appointment-scheduling journeys without depending exclusively on traditional employee-assisted interactions.
The deployment included:
AI-powered Voice Assistant for patient inquiries
AI Chat Assistant for digital patient assistance
Conversational appointment scheduling
Information access across services, doctors, and locations
Knowledge and information integration
Mapping of healthcare services and locations
Patient journey and conversation design
Testing of patient conversations and scenarios
Validation and optimization before production rollout
Support for patient interactions across the broader healthcare network
Impact
The AI-powered Voice and Chat solution created a faster and more accessible way for patients to interact with the healthcare provider.
Patients can receive answers to supported questions immediately through Voice or Chat, while appointment scheduling can also be supported through conversational AI.
Key outcomes included:
50% reduction in average patient response time
40% of routine patient inquiries automated through Voice & Chat
30% reduction in manually handled appointment-related interactions
Faster access to information about healthcare services, doctors, and locations
More convenient appointment-scheduling interactions
Reduced pressure on customer service teams
Greater capacity to manage patient interactions during periods of high demand
A scalable digital communication model supporting the organization's healthcare network
Mplus helped the organization introduce conversational AI into two important parts of the patient experience: information access and appointment management.
Rather than simply adding another communication channel, Mplus introduced Graia AI Voice and Chat assistants alongside existing patient communication processes, enabling patients to interact naturally with AI and receive immediate assistance for supported requests.
The solution enables AI to handle routine inquiries and support appointment-scheduling journeys, while employees remain available for situations requiring human expertise or more complex assistance.
The result is a faster, more accessible, and more scalable patient communication model that helps the organization manage growing interaction volumes while reducing repetitive workload for its teams.
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