Enhancing Patient Experience with AI Automation
Streamline appointment journeys and boost engagement across digital channels with smart, conversational AI.
Channels:
growth in appointments within 3 months of AI integration
of total queries handled by LLM on WhatsApp, streamlining support
Established in 1957, Dr Agarwals is a global pioneer in advanced ophthalmic care, known for innovations like Glued IOL and PDEK. The institution blends clinical excellence with ongoing research and education to elevate patient-centric eye care. It is NABH accredited and has a significant presence across India and beyond.
Dr Agarwals aimed to transform digital patient engagement and streamline the path from inquiry to appointment. Their goal was to elevate the patient experience through automation, while also boosting conversions and simplifying support processes across channels.
Boosting Patient Conversions with Smoother Journeys
Dr Agarwals sought to improve the way potential patients interacted digitally, right from inquiry to scheduling. The goal was to reduce drop-offs and convert more leads by creating a seamless, guided appointment flow.
Handling Growing Query Volumes
Dr Agarwals sought to improve the way potential patients interacted digitally, right from inquiry to scheduling. The goal was to reduce drop-offs and convert more leads by creating a seamless, guided appointment flow.
Delivering Personalized, Location-Based Care Access
With multiple branches across regions, helping users find the nearest hospital and book appointments efficiently became crucial to improving the patient journey and accessibility.
Real-time LLM-Based Query Handling
Engati’s AI assistant managed frequently asked questions on procedures, wait times, and service availability, delivering accurate, multilingual support instantly across platforms. Automated follow-ups and nudges were used to re-engage leads and guide them toward completing their booking. By leveraging intelligent AI-driven nudges, Dr Agarwals was able to improve conversion rates and bring patients back into the booking flow, ultimately increasing the chances of successful appointments.
Data-Driven Journey Optimization
Frictionless integrations streamlined appointment scheduling, ensuring patients could easily book consultations with their preferred specialists. Thorough analytics provided a complete view of user behaviour across touchpoints, identifying drop-offs, measuring conversion performance, and enabling teams to refine flows continuously for better results.
AI-Powered Booking Flow with Location Intelligence
Engati's dynamic solution used the JSON API Node to fetch hospital data in real time based on the user's pincode or location. The AI assistant then displayed personalized hospital listings via a Dynamic Carousel Node, offering clickable directions for a seamless navigation experience. This made hospital discovery more intuitive, improving accessibility for both new and returning patients.
A 12% rise in appointments was recorded within 3 months, showing faster conversions.
WhatsApp generated 59% more engagement than the website, with AI flows triggered in 50% of chats.
16% of all queries on WhatsApp were handled directly by LLM, delivering faster resolutions and greater user trust.
Performance Analytics
Appointment Scheduling
(LLM-powered)
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We activate Conversational Intelligence to scale customer experience and build deep and lasting connections.
