WhatsApp Chatbot Confirms 60% of Doctor Appointments

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The chatme.ai platform, which creates chatbots, has developed a solution in collaboration with Chat2Desk to optimize the process of making appointments for patients in medical institutions. This was made possible by integrating WhatsApp Business API and implementing a chatbot. Now patients can quickly make or cancel appointments, and the clinic automates the processes of interaction with them.

In this case study, we will tell you how Fomin Clinic managed to automate the process of confirming and canceling appointments using WhatsApp and chatbots and increase conversion.
Content
Chatbot creation platform chatme.ai
Chatbot for communication with the clinic
Basic steps - connecting WhatsApp and creating a chatbot
Result: 70% conversion and 60% confirmation of records
Messengers and chatbots for solving business problems


Chatbot creation platform chatme.ai
Chatme.ai is a platform for creating chatbots that uses artificial intelligence and machine learning to analyze user requests. The platform allows you to create bots without programming to respond to typical customer support requests, screen candidates for mass vacancies, process employee requests, exit interviews, and automate other typical business processes.

The chatme.ai platform is integrated with Chat2Desk – you can interact with bots through all available Chat2Desk communication channels, to connect, just select the Chat2Desk channel directly from the platform interface. If operator kazakhstan whatsapp data assistance is required, operators connect to the dialogue instead of the bot in the Chat2Desk operator window.

Chatbot for communication with the clinic
The Fomin Clinic, a network of multidisciplinary evidence-based medicine clinics, approached chatme.ai with a task: it was necessary to optimize the process of registering patients for an appointment.

The project required solving the following tasks:

Improve contact center efficiency by reducing the number of calls required to confirm patient records.
Minimize situations where you have to cancel an appointment because you can’t contact the patient.
Increase the percentage of patients who successfully complete their appointments.
As an optimal solution, it was decided to implement a scripted push-button bot in WhatsApp.

Chatme.ai and Fomin Clinic identified the conditions for solving the problem:

WhatsApp Business was chosen as the channel for integrating the chatbot.
Fomin Clinic needs integration with its medical information system (MIS) based on 1C.
The three main types of requests that a bot should handle are confirmation, cancellation, and rescheduling. Additionally, the bot should be able to initiate communication using various mailing scenarios.
Due to the three-button limit in the WhatsApp interface, all scripts had to be adapted to this requirement.
Basic steps – connecting WhatsApp and creating a chatbot
To begin with, chatme.ai used Chat2Desk to connect a WhatsApp Business account for Fomin Clinic.

The status of a verified business account means that the company name will be displayed on the profile and you will receive a green checkmark. Customers are much more willing to respond to messages from such accounts than to mailings from an unknown number. We talked about how to verify a WhatsApp account in our recent article .


Since messages sent by the chatbot need to be approved by WhatsApp, chatme.ai made sure that the texts of the messages meet the requirements of WhatsApp and sent them for approval.

"Fomina Clinic" for its part developed a module for integration with the API of its medical information system - also known as MIS. At the same time, chatme.ai began to study the API documentation for MIS, and then began working on creating a chatbot.


The chatbot's work scenario turned out to be compact and effective. At the beginning, they used the Integromat process automation service (now Make) to identify the clinic's clients who had an appointment for tomorrow. At the next stage, messages were sent to notify patients about the upcoming appointment. Chatme.ai used its own mailing service integrated with WhatsApp - it was connected using Chat2Desk.

By clicking on one of the buttons, the user proceeds to the next stage of the scenario.

When you click the “Yes, I can” button, the system will confirm the appointment, and the bot will send the patient a message of gratitude.
If you click the “No, cancel the appointment” button, the entry will disappear from the MIS and the bot will send a notification.
If the patient wants to change their appointment details, the chatbot will ask them to select a convenient time. It will check the MIS for available slots and offer the patient three available time options if any. If there are no suitable slots, the patient can join the waiting list, save the selected time, or cancel the appointment.


During the patient’s interaction with the bot, the current state of the dialogue is saved in the MIS, and information from the dialogues is recorded in Google Sheets.

Result: 70% conversion and 60% confirmation of records
The results of automation that were obtained after one month of work:

The conversion rate after the mailing was 69.3%, of which 59.8% were appointment confirmations, 7.7% were refusals, and 1.8% were patients who changed the time of their appointments.
The remaining 30.7% of patients ignored the mailing.
During the first month of the chatbot's operation, experimenting with its settings, chatme.ai specialists managed to increase the conversion rate from 60% to 69.3%. To improve conversion rates in the future, we can use "catch-up" reactivation mailings and a "green checkmark" - the status of a verified business account that Fomin's Clinic can receive in WhatsApp.

"Catch-up" or reactivation mailings are used when a user does not respond to a message sent by a bot within a certain time. In this case, the bot automatically sends a reminder requesting a response.

Messengers and chatbots for solving business problems

To effectively solve similar problems, we recommend connecting WhatsApp Business API to Chat2Desk first. Other messengers will also work: for example, Telegram or VKontakte. Then contact chatme.ai – they will help you create the necessary bot that will solve your business problems in your usual channels.

If you have any questions or would like to discuss how Chat2Desk can be used for your business, please drop us a line in the widget and we'll help you get started.