Background

Our client, a physical therapy clinic, was receiving an overwhelming number of phone calls and emails from patients asking common questions about their services. This was causing a bottleneck in their communication channels and taking up valuable time for their staff. They approached us to develop a solution that would alleviate this issue and improve the patient experience.

Problem

The physical therapy clinic was struggling to keep up with the volume of inquiries they were receiving from patients. Many of these inquiries were repetitive and could be easily answered with basic information about the clinic's services. However, responding to each inquiry was taking up valuable time for their staff and causing delays in response times for more urgent matters. The clinic needed a way to automate responses to common questions while still providing personalized care for each patient.

Solution

We developed a customized chatbot that could answer common questions about the physical therapy clinic's services. The chatbot used natural language processing to understand patient inquiries and respond with relevant information about the clinic's offerings. We also integrated the chatbot with the clinic's website and social media pages so that patients could access it easily from any platform.

To ensure that patients still received personalized care, we programmed the chatbot to escalate inquiries to human staff members if it couldn't provide an adequate response. This allowed staff members to focus on more urgent matters while still ensuring that each patient received individual attention when necessary.

Impact

Reduced volume of repetitive inquiries by X%
Improved response times for urgent matters by X%
Increased patient satisfaction with improved accessibility to information
Streamlined communication channels for physical therapy clinic staff

Team

Emily Chen - Project Manager

Oversaw project timeline and deliverables
Liaised with physical therapy clinic staff to ensure project met their needs

John Kim - Chatbot Developer

Developed chatbot using natural language processing technology
Integrated chatbot with physical therapy clinic's website and social media pages

Samantha Lee - Quality Assurance Tester

Tested chatbot for functionality and accuracy of responses
Provided feedback to John Kim for improvements to chatbot performance

Automated Chatbot Improves Patient Experience