Overview
Insight Marketing Group implemented an AI-powered chatbot for a leading orthopedic practice in Florida to improve the patient experience, streamline patient inquiries and reduce phone call volume.
Challenge
Like many high-volume orthopedic practices, the client faced two major communication bottlenecks:
- Overloaded Call Center: Staff spent excessive time on routine inquiries, limiting their ability to schedule patients efficiently.
- Inconvenience on Patients: To attract and retain patients, we know we need to meet patients where they are, remove barriers, and reduce friction experienced when trying to book appointments
The practice needed a frictionless, always-available way to engage website visitors, answer questions, and direct them toward scheduling an appointment. The chatbot allows us to improve the patient experience and remove friction on the patients’ terms.
Approach
To address these challenges, Insight Marketing Group implemented an intelligent chatbot solution designed to:
- Instantly engage website visitors, answer questions, and capture potential leads before they drop off.
- Reduce reliance on phone calls, allowing the call center team to prioritize high-value interactions.
- Provide automated responses to common questions, reducing the amount of time staff spends answering repetitive inquiries on the phone.
Demonstrating high engagement and interest.
Direct interactions that might not have happened otherwise.
With an average orthopedic practice phone call lasting 8.6 minutes, the chatbot effectively offloaded nearly 95 hours of phone time from staff.
Conclusion & Recommendations
The success of this chatbot implementation proves that automated engagement tools are a game-changer for medical practices.
We’ve found this is a simple and inexpensive way to improve patient experience and tackle administrative burden at the same time.
By reducing call center workload and capturing potential leads that may have been lost, the chatbot delivered both operational efficiency and new patient opportunities.
For practices looking to maximize efficiency and revenue, implementing an AI-powered chatbot is a proven way to reduce call burden, enhance patient experience, and increase appointment bookings.
Additional Resources
Discover more about chatbots and how AI is changing online search and healthcare marketing in this episode of the DrMarketingTips Show. Available wherever you get your podcasts.
Want to streamline patient communication and boost revenue for your practice? Contact Insight Marketing Group today to learn how.
