Synopsis
A large healthcare facility faced long queues and delays in outpatient registration due to an overburdened reception team. DaCentric Technologies introduced a Smart AI Reception System powered by conversational chatbots and voice AI to automate patient interactions and streamline registration.
Customer Background
The hospital received over 2,000 visitors daily, placing immense pressure on its front-desk staff. Receptionists were responsible for handling routine queries, managing appointments, and guiding patients—all of which consumed significant time and slowed down registration. The hospital's management sought an intelligent system that could handle high volumes of patient interactions efficiently and offer round-the-clock assistance.
Challenges
Managing large patient inflows had become a persistent challenge. Long waiting lines formed as staff manually handled appointment scheduling and answered repetitive questions regarding doctor availability, departments, and directions within the facility. Reception teams were frequently overwhelmed, especially during peak hours, causing frustration among patients and a decline in service efficiency. Moreover, there was no provision for 24/7 support, meaning that patients seeking appointments or information outside of working hours had to wait until the next day, impacting the overall patient experience.
Our Solution
DaCentric Technologies developed and deployed an AI-powered virtual reception system to handle patient interactions intelligently. The solution integrated chatbot and voice AI technologies capable of understanding and responding to patient queries in natural language. By linking the system with the hospital's ERP platform, the AI reception enabled real-time appointment scheduling, doctor availability checks, and registration. Routine questions—such as directions, timings, and department information—were fully automated, significantly reducing the workload on human staff. Additionally, the system supported multiple languages to cater to the hospital's diverse regional patient base, ensuring accessibility and inclusivity. The 24/7 availability of the AI reception meant patients could interact with the hospital anytime, whether for appointment booking or information, without needing human intervention.
Results & Benefits
| Outcome | Impact |
|---|---|
| Efficiency | 50% reduction in patient waiting time |
| Availability | 24/7 virtual reception accessibility |
| Cost Reduction | Reduced dependency on additional front-desk staff |
| Experience | Enhanced patient satisfaction through self-service |
Conclusion
The AI-based virtual reception transformed the hospital's outpatient management process, delivering greater convenience for patients and operational relief for staff. With automation handling routine inquiries and bookings, the hospital achieved improved efficiency, scalability, and patient satisfaction.