At Shinshu University Hospital, the burden of phone calls on regular work was straining the hospital, leading to problems such as mistakes and overtime. The main problem at the hospital was the large number of internal calls. Many of the calls were from doctors and nurses, or were made through administrative staff, and staff were using PHS and landlines to communicate.
Therefore, in order to reduce the time spent on medical administration, a chatbot was introduced to automate inquiries. This is a case where the decision was made to introduce an AI-equipped chatbot in the hope of providing highly accurate responses.
Effect: Successfully reduced call response time by 45 hours per month
The introduction of the AI chatbot at the hospital has reduced the average time spent responding to inquiries by 45 hours per month. Before the introduction, patients had to answer by phone even for matters that could be telemarketing data answered in one word, but now the AI chatbot can solve simple questions such as when the tax withholding slip will arrive.
The hospital has also succeeded in increasing efficiency by thoroughly publicizing the service through emails, bulletin boards, flyers, and videos on how to use the service, making it easier to access. The attitude of “just calling to inquire” has changed, and the hospital has been able to foster a culture of choosing the right person to contact through the AI chatbot.
Reference: Promoting different types of website keywords digital transformation with AI chatbots! Prana-chan streamlines an average of 45 hours of inquiry work per month | Case study of “Chat Dealer AI”
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We recommend using SMS as a way to reduce the telephone response workload of medical administration. Introducing SMS will reduce the volume of phone calls. By introducing KDDI Message Cast, an aruba business database SMS sending service, you can send SMS efficiently from your computer, making it easier to improve work efficiency.
You can reduce the burden on your phone by following up on phone inquiries with SMS or using SMS to contact staff. It’s also a way to avoid problems such as not being able to get through on the phone and having to call multiple times, so consider using SMS.
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