Our client’s call center helps patients schedule Covid vaccine appointments. Patients calling the call center had to wait 3-4 hours on hold before they can talk to a live agent, experience call drops and disconnects while small call center group was overwhelmed. Call center operations was dependent on availability of vaccine through volatile allocations, but it continued to receive about 10,000 calls per day.

This Ministry of Health & Family Welfare department wanted to extend citizen services by providing information related to various diseases using the phone. In India, many citizens do not have computers, smart phones, or extensive Internet data plans. We provided an interactive AI solution with IVR and Mobile App. An AI based conversational platform on IVR Telephony was created to facilitate interaction related to various common diseases, their symptoms, precautionary measure, first aid, etc.

AIIMS India being one of the largest medical institution in India, was facing challenges with OPD and telephonic queue. They planned to deploy an AI based conversational platform on IVR to provide hassle free appointment setting in OPDs through automated voice services.