A fast-growing diagnostic provider faced long handling times and low CSAT due to manual query resolution. Gnani.ai deployed AI automation to unify and optimize patient support.
The Solution
Healthians deployed Ask365 to automate patient support processes, reducing AHT, improving FCR, and delivering superior CX. The AI-driven system ensured faster responses and seamless integration with CRM workflows.
Managed inbound calls, FAQs, and appointment queries through AI-driven voice and chat channels for 24/7 support.
Integrated CRM systems for real-time data access, enabling personalized and context-aware responses.
Automated alerts and reminders for pending reports and scheduled appointments, improving engagement.
Designed fallback escalation paths for complex queries, reducing agent workload and improving response times.
This solution transformed patient experience by enabling responsive, 24/7 service with minimal manual effort.
The Impact
Healthians recorded improved FCR, significant AHT reductions, and better patient satisfaction scores post-automation.
