CASE STUDY > Reception AI Hospital Sector

Hospital sector case study: how AI Reception improved switchboard performance

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AI Reception as an automated customer care solution

The customer wanted to improve switchboard performance by reducing missed calls, waits and optimising the transfer of calls to the appropriate departments.

case study hospital

INGO used industry experience to create a knowledge base and train AI Reception to handle the requests. The voicebot began independently handling 56% of calls on the first day of operation and 80% after the first month of service. Constant analysis of the interactions allowed the bot’s performance to improve over the weeks.

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The implementation of the automated switchboard improved the service, reducing waiting times and eliminating missed calls. The customer achieved an economic saving of 30%. After the first month, the absorption rate is stable at 80%, with 80% of the calls handled independently via AI Reception.

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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

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