How National Healthcare Group (NHG) Increased Customer Satisfaction with Intelligent Virtual Assistants

National Healthcare Group

The National Healthcare Group (NHG) is a leader in public healthcare in Singapore and serves over two million residents. NHG continually seeks to adopt cutting edge technology to provide safe and quality care that is accessible, seamless and cost-effective.

The Challenges

NHG wanted to improve their service levels KPIs and increase patient satisfaction ratings. 

In 2020, NHG planned for a Virtual Customer Associate Assistant (VCSA) to achieve operational efficiency and cost savings. The NHG institutions taking part include acute care hospitals, large scale primary care clinics and specialist care centres, such as Tan Tock Seng Hospital, Institute of Mental Health, and NHG Polyclinics with a total of 10 websites with 6 unique personas. 

“KeyReply’s patient engagement platform leveraged on a centralised knowledge base while being able to personalize responses to each patient group and meet the needs of each institution.”

The Solution

Since April 2021, the VCSA handles a myriad of general enquiries, ranging from types of clinical services, refill of balance medication to the payment of medical bills. Appointment making, appointment actualization and financial counselling will be worked on and ready between late 2021 and 2022. 

Some institutions have also enabled an integrated live chat service, to facilitate more timely support for patients. 

The platform is easy to use, scalable and is highly versatile. Throughout the implementation process, the experienced team from KeyReply shared best practices and useful tools to train our contact centre colleagues to manage the VCSAs independently without the need for a data scientist. This greatly helped to reduce the resource costs and empower the institutions with control over the system so that continuous improvements can be made to meet our users’ needs and expectations.

National Healthcare Group Polyclinics Tracy Gan, Deputy Director Of Operations

    Key Impact

    More than 50 thousand conversations were carried out by the virtual assistant so far, with a high satisfaction rating of more than 4 out of 5. Usage statistics were promising, and in line with supporting the transaction capabilities that are in the works. 

    Throughout the implementation process, KeyReply shared best practices and useful tools to train the contact centre colleagues to manage the VCSAs independently without the need for a data scientist. This greatly helped to reduce the resource costs and empower the institutions with control over the system so that continuous improvements can be made to meet NHG’s users’ needs and expectations.

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