The leading premium healthcare provider in collaboration with Blue Logic Digital won the award for the best use of digital over the past year within the healthcare sector for its smart chatbot.
Medcare Hospitals took home gold for the successful installation of its conversational artificial intelligence (AI) agent, the first chatbot of its kind in the healthcare industry that is able to perform end-to-end appointment management without the need for a human agent intervention. The bi-lingual communication platform won the premium healthcare provider appreciation for the ‘Best Use of Digital in Healthcare’ from MENA Digital Awards 2019.
The AI-driven chatbot – available both in Arabic and English – was created for Medcare Hospitals by Blue Logic Digital, Dubai-based AI (Artificial Intelligence) tech experts, to simplify and automate the process of managing appointments, including booking, rescheduling and cancelling. The platform can also help assign the available expert correctly as it can access doctors’ schedules, analyse patients’ symptoms, and find nearest Medcare hospitals and medical centres.
Andre Daoud, CEO at Medcare Hospitals, said: “Medcare always has the convenience of our patients as a key objective across all our growth plans, and this is even more significant in our digital transformation initiatives. While automating the appointment booking process, it was important for us that the chatbot conserved the relatable and engaging customer journey that our patients experience on their interaction with Medcare. The team at Blue Logic Digital delivered two bilingual communication agents – Leo and Mira – that aligned perfectly with our vision to introduce humanised avatars that supported our patients’ preference to book online in less than a minute.”
In addition to the healthcare chatbot, and a few smarter digital solutions on their way to maturity, Medcare Hospitals offer a 24/7 presence, across multiple patient support channels. Since its launch in April 2019, Leo and Mira saw more than 85,000 transactions as well as a significant increase in call centre efficiency.
Janak Sarda, CEO at Blue Logic, said: “Success is an explicit reflection of our efforts and passion; we are delighted that our digital work has been recognized, as every achievement inspires us to push past our limits in AI and machine learning. We are grateful to Medcare for trusting us and for giving us the opportunity to innovate.”
The conversation AI chatbot can also address FAQs including open-ended queries around insurance and lab reports. By managing unlimited exchanges parallelly, Leo and Mira have helped Medcare maintain its position as a convenient and easily accessible healthcare provider.
Medcare is the premium private healthcare provider under the parent group, Aster DM Healthcare. Operating leading state-of-the-art Hospitals, including Medcare Multi-specialty Hospitals in Dubai and Sharjah, Medcare Women & Children Hospital, Medcare Orthopedics and Spine Hospital (MOSH), and 15 medical centres in the UAE, Medcare has established a strong presence in the UAE.
Medcare is dedicated to offer premium integrated health services in accordance with the highest quality. From talent to technology to facilities and treatment, Medcare maintains the highest possible standards in healthcare delivery. All Medcare hospitals and medical centres are accredited by the Joint Commission International (JCI), which is considered the gold standard in global healthcare. Apart from this, Medcare facilities have won several certifications.
What sets Medcare apart is its exceptional multi-cultural, multi-lingual team of doctors who have received extensive training from some of the top-notch medical institutes around the world. Using a multidisciplinary approach, the Medcare team provides optimal, guideline-based treatment to patients, with the support of trained nurses, dieticians, rehabilitation therapists and technologists. Living by its simple promise “We’ll Treat You Well”, Medcare’s team is fully committed to providing high quality, personalized medical care to every patient.