CEMTRO Clinic is a General Hospital founded by the prestigious surgeon and researcher Pedro Guillén, from whom it adopts the values that make it unique: Humanity and closeness, passion for knowledge, commitment to quality and love for work.
Although the Hospital covers most of the medical specialties, it has specialized in surgery and traumatology, specifically emphasizing sports traumatology. Its international recognition, accredited by the FIFA seal, has attracted elite athletes from all over Spain and has became a reference center for sport stars.
The main objective of Clínica Cemtro was to open a new communication channel for its users to decrease the number of calls to their call center.
When opening this new communication channel, the first objective is to automate the cancellation of appointments through the chatbot 24/7. Secondly, for those users who reach the home page, Cínica Cemtro wants to provide better information about their services on the web and answer frequently asked questions about the hospital.Finally, on the doctor's pages, there is the option o scheduling appointments online.
Serviceform structured a chatbot project with four different types of conversations. A chatbot was implemented on the home page and a second chatbot on the contact page, focused mainly on canceling appointments. Additionally, a chatbot was developed for the doctors page to give information about insurances and a fourth chatbot was implemented on the blog to schedule online appointments.
After 5 months from the implementation of the chatbot project, 673 calls to the call center for the cancellation of appointments were avoided, which allowed to save 112hours worth of phone calls.
Indirectly, the bounce rate decreased by 12.9% and there was an increase in browsing time of 40.5% on the homepage. These results were caused by the interactive effect of chatbots, which translates into greater interaction withthe website and an increase in the average session time.
At the same time, 27,207 users were helped with their web browsing by redirecting them to different URLs where they could find the information they were looking for at the time.
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