Case Study: Synlab

Voicebot per
prenotazioni in-self

Industry: HEALTHCARE

Case Study: Synlab

Voicebot for in-self bookings

Industry: HEALTHCARE

The challenge

For a major company operating in the health sector, we set ourselves the challenge of automating the entire analysis booking process on the voice channel, to be carried out at sampling points located throughout the country.

The challenge was to achieve the following KPI:

  • Completed bookings out of total calls: >70%.

  • Increased slot saturation on agenda: >5%.

How we met the challenge for Synlab

Solution: Conversational Voicebot

To meet the objectives of this challenge, a conversational Voicebot was introduced, capable of autonomously managing the entire booking process, with geolocalisation and proactivity on availability.

Features:

  • Full integration with the client's agenda.
  • Self-management of Pre-Checkin on appointments made, to minimise the time spent in the reception area.

Solutions adopted

Centriko, la piattaforma per la Digital Transformation

Tools used

AI & Machine Learning

Speech to Text

Voicebot

Serverless

Achievements

Optimisation of booking times and agenda slots

Completed bookings
0 %
Average operator time saving
0 %
Customer Satisfaction
0

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Call2Net is the consulting firm specialising in innovative customer interaction solutions. Since 2007, Call2Net has revolutionized the traditional contact centre model by adopting phygital processes to always guarantee its customers an excellent customer experience.

Contacts

Call2Net S.P.A.
Legal and operative headquarters:
Viale Edoardo Jenner, 55
20159 Milano
P.IVA e C.F. 03751840277
Cap. Soc. 354.100€ i.v.

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