Conversations on WhatsApp with Medanta Hospitals

Medanta – The Medicity is one of India’s largest multi-super specialty institutes in Gurgaon, a bustling town in the National Capital Region of India. Founded by eminent cardiac surgeon, Dr. Naresh Trehan, the institution has been envisioned with the aim of bringing to India the highest standards of medical care along with clinical research, education, and training.

Managing patients and visitors has always been a pain point for hospitals. When COVID-19 struck, it became even more significant for medical institutes to implement techniques to better cater to the patients and optimize management. Medanta - The Medicitty joined hands with ValueFirst to build a solution.

There were two problem statements:
i. Making management easier for patient-hospital conversations
ii. Retrofit the solution with the hospital's existing digital ecosystem

ValueFirst proposed a solution based on WhatsApp using Conversational AI given the power and reach of WhatsApp. The chatbot implemented a human-like conversation with patients to take on multiple use cases.

The award-winning solution had 6 major touch points:

  • Enquiries about COVID-19 Services
  • Booking Video Consultations
  • Scheduling/Rescheduling Doctor's Appointment
  • Ordering Medicines at Home
  • At Home Sample Collection
  • Chat with Live Agent (Human Takeover)

The solution brought together:

// help for over 10,000 patients in 12 months

// brought down the OPEX from support point of view