The challenge
HealthFirst was overwhelmed with patient queries. Their call center handled 500+ calls daily, with long wait times causing patient frustration.
At a glance
What this project actually did
WhatsApp and web assistant handling 10K+ patient conversations daily with human handoff.
The numbers
What changed
The result
70% of queries handled by AI. Patient wait time reduced from 12min to <1min. Staff saved 200+ hours/month. Patient satisfaction scores increased by 45%.