CUSTOMER SPOTLIGHT
Leading Healthcare Provider Revolutionizes Patient Rescheduling with SMS messaging using GenAI and Agentic Flows
Company Profile

Leading US Healthcare System

Industry

Healthcare Provider and Hospitals

Function

Radiology Outpatient Team

Region

US

Executive Summary

A leading US healthcare system faced challenges with its existing Robotic Process Automation (RPA) -based patient scheduling system. This resulted in frustrated patients due to scheduling errors, cumbersome processes for staff, and system inefficiencies. To address these issues, the Healthcare provider implemented an Agentic AI application, powered by Aible.

Challenge
The imaging team struggled with an inflexible Robotic Process Automation (RPA) tool, leading to:
  • Frustrated Patients: Appointment slots often became unavailable after being offered to multiple patients, creating a poor experience.

  • Cumbersome Scheduling Processes: Staff found existing rebooking tools to be error-prone and hard to use.
    • Solution
    The Healthcare system implemented an Agentic AI Solution that uses SMS messaging to reschedule patients to open timeslits, that was powered by Aible.
  • Seamless Automation: The AI integrates data from various systems, including (patient management) and (communication), to provide real-time rescheduling recommendations with SMS.

  • GenAI-Powered Intelligence: The solution leverages advanced AI to understand patient needs and offer smarter, faster appointment options

    • Results

    The Healthcare Provider now has a more robust appointment system that is adept at handling non-standard responses. This more informative system was developed using LLM based SMS outreach to reschedule patients to open timeslots which greatly improves customer experience and reduces the failure rate in customers trying to rebook.

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