Pressing Pain Points of Traditional Hospital Follow-up

• Medical staff bear heavy follow-up tasks, leading to low work efficiency and overload.
• Manual follow-up easily misses patients, making full post-diagnosis follow-up coverage hard to achieve.
• Internal data is fragmented, lacking unified management and analysis to support clinical decisions.
• Manual follow-up is limited by time and space, failing to respond to patients' rehabilitation needs in a timely manner.

Instadesk AI VoiceBots: Built for Hospital Follow-up

A Top Tertiary General Hospital in North China – Omni-channel Intelligence with Instadesk VoiceBots

Core Follow-up & Service Pain Points

• Insufficient omni-channel consultation reception capacity, with limited human resources for online and offline patient inquiries.
• Traditional customer service models cannot support the growing volume of consultations and follow-up demands.
• Disconnected internal data, hindering efficient monitoring of patients' post-treatment recovery effects.

Instadesk’s Customized Intelligent Solution

• Inbound VoiceBot: Real-time reception of patient calls, independent resolution of common problems, and transfer of complex needs to manual customer service.
• Outbound VoiceBot: The core of post-treatment follow-up, enabling periodic automatic follow-up and active intervention in patients' rehabilitation processes.
• Cloud Call Center: Cooperates with VoiceBots to formulate personalized rehabilitation plans and conduct supplementary manual follow-up.
• Online Customer Service: Integrates omni-channel consultation entrances to realize unified management of online and inbound services.

Proven Application Achievements

• Outbound call connection rate increased by over 60%, and overall service efficiency improved by over 30%.
• Realized closed-loop management of patient post-treatment follow-up and upgraded the standardization of follow-up monitoring.
• Launched omni-channel intelligent services, reducing manual reception pressure and significantly improving patients' medical experience.
  

A Renowned Tertiary Hospital with a National Key Respiratory Department in South China – Full Follow-up Coverage with Instadesk Outbound VoiceBot

Core Follow-up Pain Points

• The number of patients is rising year by year, putting enormous post-diagnosis follow-up pressure on medical staff.
• There is an urgent need to accurately grasp patients' post-treatment curative effects and satisfaction to optimize diagnosis and treatment plans.

Instadesk’s Follow-up Upgrading Solution

• Outbound VoiceBot: Independently completes post-diagnosis curative effect follow-up and satisfaction surveys with high efficiency and long online hours.
• Intelligent Cloud SMS: Cooperates with Outbound VoiceBot, pushing satisfaction questionnaires in real time after calls to supplement follow-up information.
• Intelligent Data Management: Fully retains follow-up data and generates visual reports to provide a basis for clinical diagnosis and treatment.

Outstanding Service Results

• Achieved 100% coverage of post-diagnosis follow-up scenarios, ensuring no patient follow-up needs are missed.
• Overall follow-up efficiency improved by 60%, and manual follow-up pressure reduced by 50%.
• Provided accurate post-treatment curative effect data for the respiratory medicine department, helping optimize personalized diagnosis and treatment plans.

Key Insights from the Two Cases

• Shared Value: Both hospitals solved the problem of insufficient follow-up human resources via Instadesk’s products, improving service efficiency and standardizing follow-up processes.
• Differentiated Application: The north China general hospital adopted multi-product synergy (Inbound+Outbound VoiceBot) to build an omni-channel service system; the south China specialist hospital focused on deep application of Outbound VoiceBot in specialized fields, matching with Intelligent Cloud SMS for in-depth follow-up.
• Core Enlightenment: Instadesk VoiceBots can be flexibly customized according to hospital discipline characteristics and service needs. Combining with other intelligent tools maximizes follow-up effects.

Conclusion