Imperial College Healthcare NHS Trust is upgrading its Patient Service Centre with AI-driven technology and a patient chatbot to streamline interactions and enhance service efficiency. In collaboration with its AI partner, Netcall, the Trust is now deploying the provider’s cloud-based contact centre solution, Converse CX. The solution claims to connect data, systems, teams and communication […]
Imperial College Healthcare NHS Trust is upgrading its Patient Service Centre with AI-driven technology and a patient chatbot to streamline interactions and enhance service efficiency.
In collaboration with its AI partner, Netcall, the Trust is now deploying the provider’s cloud-based contact centre solution, Converse CX.
The solution claims to connect data, systems, teams and communication channels, reducing call times and volumes, and increasing patient throughput.
Starting this Spring, when a patient contacts the Patient Service Centre, the agent will have access to an AI-driven knowledge base and an automated identification process that activates at the start of each interaction—before the call begins.
Currently, call handlers only see the patient’s phone number when they answer but, when the new solution kicks in, agents will have access to a patient’s history, allowing for context and thus offering patients a more personalised, efficient experience.
According to Netcall, the system is designed to reduce call length by an average of 57 seconds and will help minimise call wait times, with the Trust receiving approximately 960,000 calls annually.
For patients who do not wish to contact the Trust via phone or email, AI-powered webchat with translation capabilities will also be available, allowing patients to receive instant responses to basic questions in their chosen language.
The online chatbot will be trained with information provided by the Trust, such as content from the website.
John Clarke, head of healthcare solutions at Netcall added: “In today’s demanding healthcare landscape, patient service centre agents need to have the right information, at the right time in one unified view, rather than having to check different systems.
“The single holistic picture of relevant information, provided via the new AI-driven case management system provides greater pertinent transparency to service centre staff and patients alike.
“This enables staff to provide a more caring, personalised service and allows the organisation to be more proactive in managing a patient’s journey.”
