Enhancing Patient Experience & Driving Higher Conversions with AI-Powered Engagement at Nova IVF
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Headquartered in India, Nova IVF Fertility is a leading fertility healthcare provider with 100+ centers across the country. Nova IVF specializes in advanced reproductive treatments, offering high success rates and personalized care for aspiring parents. With a focus on ethical practices and cutting-edge technology, Nova IVF adheres to international standards in fertility care, ensuring comprehensive solutions under one roof.
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Nova IVF aimed to enhance patient engagement, streamline appointment bookings, and improve lead conversion through AI-powered automation. By integrating an AI-driven solution, they sought to provide instant, accurate responses to fertility-related queries while reducing operational strain on their support teams.
Nova IVF aimed to increase the number of leads and successfully convert them into booked appointments. The existing process required optimization to ensure a smoother experience for potential patients, reduce drop-offs, and improve overall conversion rates.
Many prospective patients had numerous questions about IVF procedures, costs, eligibility, and success rates. However, providing instant and accurate responses at scale was a challenge. A more efficient system was required to deliver reliable, real-time information without overwhelming support teams.
The support team handled a high volume of repetitive queries, which diverted resources from addressing more complex patient concerns. Automating responses to frequently asked questions could help streamline workflows, ensuring better allocation of staff efforts while maintaining high-quality support.
Couples considering fertility treatments often had specific and sensitive questions that required personalized attention. Ensuring that inbound calls were focused on high-priority cases, while routine inquiries were handled efficiently, was crucial to optimizing patient engagement and satisfaction.
Smart Appointment Booking
Nova IVF implemented an AI-driven appointment booking system that guided patients through the scheduling process with minimal friction. The AI assistant helped users choose the right location and specialist, select convenient date and time slots, and complete bookings with ease, ultimately improving lead conversion rates.
AI-Driven Query Resolution
Engati’s LLM-powered chatbot was deployed to provide instant responses to patient inquiries. The chatbot handled a wide range of questions related to fertility treatments, procedures, or eligibility, ensuring users received accurate, real-time information without needing to wait for human intervention.
Multilingual Support for Inclusive Patient Engagement
Recognizing the need for accessibility, the AI assistant was equipped with multilingual capabilities, allowing patients to interact in their preferred language. This helped bridge communication gaps, making it easier for individuals from diverse linguistic backgrounds to access vital healthcare information.
70% of queries on WhatsApp were handled by eSenseGPT, enhancing the user experience and nudging users towards appointment booking.
More than 5% of total users translated to booked appointments on WhatsApp.
While direct ROI measurement is still early, appointment bookings & MRN generation have significantly improved from landing pages & web pages.
Successfully rolled out in select metro cities: Ahmedabad, Bhopal, Chennai, Hyderabad, Lucknow, Madurai, Nagpur, Patna, Pune, Siliguri, Surat
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