AI Agent in Healthcare Solving Peak Hour Challenges
Overcoming High Call Volumes and Agent Overload
Managing patient inquiries efficiently is a constant challenge for large hospital networks. For IHH Healthcare, a leading provider with hospitals like Mount Elizabeth and Gleneagles, the solution was clear: leverage an AI Agent in Healthcare to streamline contact center operations. With 15% of daily calls flooding in during just one peak hour, human agents struggled to keep up, leading to long wait times and increased operational stress.
Improving Service Quality with AI-Driven Solutions
Beyond agent stress, the impact was felt in patient experience. Agents tasked with both outbound appointment reminders and inbound inquiries were overwhelmed, resulting in slower response times. A robust AI Agent in Healthcare was necessary to address these inefficiencies.
How GenAI Talkbots and AI Agents Transformed Healthcare Contact Centers
Automating Routine Inquiries with AI Agents
IHH Healthcare partnered with WIZ.AI to deploy a scalable AI Agent in Healthcare solution. Powered by GenAI-driven Talkbots, this technology automated routine inquiries, reducing the volume of calls handled by human agents and improving overall service efficiency.
Smart Escalation: When AI Meets Human Empathy
While AI Agents handled high-volume, repetitive tasks, the system was designed to escalate complex cases to human agents. This hybrid model ensured patients still received personalized attention when needed, maintaining the human touch in critical situations.
Tangible Results from AI Agents in Healthcare
By implementing AI Agents in Healthcare, IHH Healthcare achieved:
- A reduction in peak-hour call load from 15% to 5%
- 65% fewer calls handled by human agents
- Enhanced efficiency and reduced agent burnout
- Improved patient satisfaction with faster response times
Expanding AI Agent Applications Across IHH Healthcare Services
Broadening Inquiry Support with GenAI Talkbots
Building on initial success, IHH Healthcare expanded the role of AI Agents to manage more diverse inquiries, including:
- Test result status updates
- Maternity package information
- Online and SMS appointment bookings
Omnichannel AI Agent Integration for Seamless Patient Experience
The AI Agent in Healthcare now supports multiple channels beyond traditional voice calls, including web portals and SMS, creating a seamless and convenient patient journey.
Continuous Innovation with AI Agents in Healthcare Operations
IHH Healthcare continues to enhance its contact center operations through AI innovation. The strategic use of AI Agents in Healthcare ensures operational excellence while delivering high-quality patient care.
See What an AI Agent in Healthcare Can Do for You
Ready to reduce operational stress and enhance patient experience?
Book a personalized demo with WIZ.AI today and see how our AI Agents in Healthcare can transform your contact center efficiency.
About IHH Healthcare
With over 80 hospitals in 10 countries, IHH Healthcare is among the world’s largest healthcare providers, operating in regions such as Singapore, Turkiye, India, China, Hong Kong, Brunei, Bulgaria, Macedonia, The Netherlands, and Serbia.