Lead with AI excellence in patient engagement
Lead Generation, Nurture and Qualification Through Streamlined Processes and AI-Driven Solutions
Channels:
Headquartered in Bengaluru, Healthcare Global Enterprises Ltd. (HCG) is India’s largest provider of cancer care in the private hospitals segment. With 22 comprehensive cancer centers across India and Africa, HCG has redefined oncology by delivering advanced diagnosis and treatment under one roof.
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By focusing on efficiency and accessibility, HCG aims to simplify processes for both registered and prospective patients. This involves leveraging AI-driven solutions to streamline operations across marketing, patient care and support.
HCG saw an opportunity to enhance lead generation and appointment conversions by creating a more seamless and engaging process. A low volume of queries highlighted the need for improved outreach and patient interaction.
Manual processes in e-pharmacy and OPD workflows added operational strain, leading to delays in patient communication and limited accessibility to critical healthcare services. Streamlining workflows and improving data flow would help enhance efficiency and service delivery.
With a diverse patient base, expanding multilingual support was key to fostering more personalized and inclusive patient engagement while bridging gaps in communication.
The research team required better tools and streamlined access to data to accelerate innovation in cancer care, ensuring insights were readily available for improved decision-making.
Seamless & Smart Appointment Booking
By engaging website visitors and registered users through intuitive conversational flows, the AI assistant effectively guided them toward booking appointments. The assistant offers a hassle-free experience from inquiry to booking completion.
Personalized CTA Pop-up for Immediate Assistance
Engati deployed an exit intent ‘Request a Call Back’ pop-up, enabling users to request urgent support or appointments instantly. It automated data capture and triggered real-time email and CRM alerts, improving response times and boosting conversions.
AI-Powered Patient Engagement on WhatsApp & Web
HCG elevated patient experience by deploying an eSenseGPT-powered, multilingual Care Assistant on its website and WhatsApp. Available 24/7, it delivered instant, accurate answers from trusted sources, simplifying access to critical cancer care insights. It enabled seamless appointment booking and follow-ups, and eased operational load—driving accessibility, engagement, and support at scale.
Scaling e-Pharmacy with AI
HCG is expanding into e-pharmacy with Engati’s eSenseGPT, using multilingual AI support to answer prescription queries and automate order updates on WhatsApp. Patients can check serviceable areas, track deliveries, reorder medicines, and receive targeted offers—while retargeting campaigns recover abandoned checkouts, ensuring a smooth and engaging purchase experience.
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Performance Tracking with Engati Pulse
Built a dashboard to provide actionable insights into HCG's performance metrics and funnel, enabling data-driven decision-making.
Lead conversions rose from 2% to 2.7% over three quarters, reflecting a steady quarter-on-quarter growth of 13–20%.
Over 51% of website visitors engaged with the bot, driving stronger user interaction and conversions.
1.5X increase in revenue due to higher patient retention, new customer acquisition, and enhanced service offerings.
71% of user queries on WhatsApp were handled by eSenseGPT, enhancing conversational experience and enabling quick resolutions.
Monthly Active Users grew 31% over 10 months, with a steady 16% increase quarter on quarter.
A 22% increase in leads was recorded on the Multispecialty website, driven by a targeted CTA pop-up introduced over a 2-month period.
Learn more, arrange a call back!
We activate Conversational Intelligence to scale customer experience and build deep and lasting connections.
