How IHH Reduced Operational Stress by 65%
IHH Healthcare, one of Asia’s largest hospital networks, successfully implemented an AI agents to transform their customer service delivery. By deploying intelligent Talkbot solutions across Mount Elizabeth and Gleneagles Hospitals in Singapore, they achieved a remarkable 65% reduction in operational stress during peak hours while maintaining superior patient care standards.
Healthcare AI Agent Challenges During Peak Operations
IHH Healthcare operates one of the largest hospital networks in Asia, serving patients across Mount Elizabeth and Gleneagles Hospitals through comprehensive customer care hotlines. However, managing high-volume patient communications presented significant operational challenges, particularly during peak hours when demand exceeded capacity.
The healthcare facility faced critical inefficiencies as agents struggled to meet their target of 12 contacts per hour while handling both outbound appointment reminders and inbound patient inquiries. The most challenging period occurred between 10 AM and 11 AM, when an overwhelming 15% of their entire 24-hour call volume concentrated into just one hour, creating bottlenecks and extended wait times for patients seeking urgent assistance.
AI Agent Healthcare Solution Implementation
To address these operational challenges, IHH Healthcare partnered with WIZ.AI to deploy advanced AI agents technology through their Talkbot solutions. This intelligent automation system was designed to handle both inbound and outbound communications, significantly reducing the burden on human agents while maintaining high-quality patient interactions.
Smart Healthcare AI Agent Features
- Intelligent Call Routing: Automated triage system directing complex cases to human agents
- 24/7 Patient Support: Continuous availability for routine inquiries and appointment management
- Seamless Escalation: Smooth handoff process for cases requiring specialized human attention
- Multi-channel Integration: Support across voice calls, online booking, and SMS platforms
Measurable Healthcare AI Agent Results
Key Performance Improvements:
- 65% reduction in human agent workload during peak hours
- Peak hour call concentration decreased from 15% to 5%
- Improved patient satisfaction through reduced wait times
- Enhanced operational efficiency across multiple hospital locations
The implementation of this AI agent solution transformed IHH’s operational capacity, enabling human agents to focus on complex patient needs while automated systems handled routine inquiries efficiently. This strategic approach not only reduced operational stress but also improved overall patient experience across the hospital network.
Expanding Healthcare AI Agent Capabilities
Since launching in 2022, the partnership between IHH Healthcare and WIZ.AI has evolved significantly, with the AI agent now serving multiple hospitals across the network. The intelligent automation solution has expanded beyond basic call handling to encompass comprehensive patient services.
Advanced AI Agent Healthcare Services
Today’s Talkbots handle diverse patient interactions including test result inquiries, maternity package information, appointment scheduling, and integrated booking systems across online and SMS platforms. This comprehensive approach ensures seamless patient experiences while maintaining the efficiency gains achieved through intelligent automation.
About IHH Healthcare’s Global Network
IHH Healthcare operates as one of the world’s largest healthcare networks, with over 80 hospitals spanning 10 countries including Singapore, Turkey, India, China, Hong Kong, Brunei, Bulgaria, Macedonia, The Netherlands, and Serbia. This extensive network benefits from standardized AI agent implementations that ensure consistent, high-quality patient experiences across all locations.
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