BSS, a Spitch partner in Russia, has implemented a patient self-service system in the Novosibirsk region.
The voice robot automatically receives patients’ requests 24/7 and conducts first-line processing of 100% of incoming calls. It identifies patients’ needs and creates, confirms and cancels appointments. The robot is also able to provide consultations on frequently asked questions and make outgoing calls in accordance with pre-configured campaigns. It can also conduct surveys among patients to monitor the quality of medical services.
The voice assistant serves patients quickly, improves their satisfaction with services and simplifies the interaction between patients and medical facilities.
Anatoly Dyubanov, Minister of Digital Development and Communications in the Novosibirsk region, says that the implemented patient self-service system in “One-Stop Shop 124” is a groundbreaking solution and the first of its kind in Russia.
The voice robot was first implemented in a public services contact center in 2019. The system architecture made it easy to extend the functions of the intelligent voice assistant to healthcare.
“Spitch’s agile tools help our partners to implement high-quality solutions quickly and independently. A good example is the healthcare system project in the Novosibirsk region. Similar virtual assistants by Spitch successfully operate in Italy (Case Della Salute), and can be deployed in other countries, for example in the UK, where patients could benefit from 24/7 service with no waiting time on the line. This is especially topical during the challenging times of the pandemic” says Alexey Popov, CEO of Spitch.
Virtual assistants already serve customers in banking, insurance, e-commerce, telecom and other sectors, where frequent and efficient interaction with customers via voice or text channels is a must-have. More information about this and many other projects is available via this link.