A medical laboratory runs its whole inbound flow on our AI.
Phone, WhatsApp and the website are answered by an AI receptionist built by us, every day for seven months. The team handles only what needs a person.
- 71%
- of phone calls closed without a person, measured over six weeks, 2,620 calls
- −50%
- WhatsApp load on the front desk: routine questions answered in the customer's language
- −20%
- calls that reach an operator at all; the rest are booked, answered or written down
- 1 in 4
- requests arrive outside working hours, and now get an answer
The task
The laboratory takes questions about tests, prices, preparation and results all day. The front desk could not keep up with calls and WhatsApp, and a quarter of requests arrived when nobody was there: before 8 am, after 6 pm or on a Sunday.
What we built
- A website with a patient results portal in three languages
- ERP and CRM, with every caller and chat as one customer card
- WhatsApp Business on the official API, and call-centre telephony
- An AI receptionist on SIPmind for calls, WhatsApp and the site chat: answers, books, and hands complaints to staff with the full context