Case overview
“[Fictional Public Agency]” is the regional health authority responsible for providing timely and accurate health information to the residents of [Fictional Region]. During the peak of the COVID-19 pandemic, they faced an overwhelming surge in public inquiries.
Involvement
-
Branding & Design System -
Brand Strategy -
Web Design -
Web Development -
WordPress
The Brief
Call centers were inundated, and the website struggled to keep up with rapidly changing guidelines and public anxiety. There was a critical need to disseminate consistent, reliable information about symptoms, testing locations, quarantine protocols, and vaccination updates in an easily accessible format, 24/7, to alleviate pressure on human resources and combat misinformation.
Our Approach
The AI Information Avatar became a crucial communication tool:
- Handled High Volume: Successfully managed [Specific Metric, e.g., over 10,000 unique user interactions] within the first month.
- Reduced Call Center Load: Contributed to a noticeable decrease in routine calls to the agency’s hotline, freeing up operators for complex cases.
- Ensured Consistency: Delivered accurate and uniform information based strictly on official sources, combating misinformation.
- 24/7 Accessibility: Provided critical guidance around the clock, regardless of staff availability.
- Identified Information Gaps: Analysis of recorded queries helped the agency refine its public communications and website content based on real user questions.
Boost Engagement
Proactively engage visitors and guide them towards desired actions.
Provide 24/7 Support
Lorem nulla glavrida – ante consectetur adipiscing elit. Maecenas sit amet commodo tellut consectetur adipiscing elit.
The Results
After implementing the AI Medical Avatar for pre-appointment tasks:
- Reduced Intake Time: Average patient check-in time decreased by [Specific Metric, e.g., 5 minutes] per patient as pre-screening was largely completed beforehand.
- Staff Efficiency: Front desk staff reported a [Specific Metric, e.g., 40%] reduction in time spent on repetitive pre-screening calls and questions.
- Patient Preparedness: Increased percentage of patients arriving fully prepared for their appointments.
- Consistency: Ensured all patients received the same standardized information and screening questions.
- Patient Feedback: Patients appreciated the convenience of completing screening at their own pace and having information readily available.
During a critical time, the AI avatar was invaluable. It allowed us to provide immediate, reliable answers to thousands of residents, ensuring consistent messaging and taking significant pressure off our human teams. It was a vital part of our public health response.
