Virtual Health Assistants for 24/7 Patient Engagement

Healthcare

client

New York, USA

location

Client Overview:

A major healthcare network sought to enhance its patient communication capabilities without increasing human resource overhead. They turned to AI-powered virtual health assistants to automate patient interaction across multiple touchpoints.

Challenge:

Manual patient support systems were overwhelmed with high volumes of appointment requests, follow-ups, and repetitive questions. Wait times were long, and operational costs were rising.

Solution:

Answering patient FAQs in natural language
Scheduling, modifying, and canceling appointments
Sending medication and appointment reminders
Escalating complex cases to human staff

Technology Stack

NLP Model: Open-source LLM fine-tuned on healthcare datasets
Integration: EHR systems, scheduling APIs, SMS/email gateways
Hosting: HIPAA-compliant cloud infrastructure

Implementation Timeline

Week 1–2: Goal alignment and data preparation
Week 3–4: Agent training and sandbox testing
Week 5–6: Deployment and integration
Week 7+: Performance tuning and feedback loop integration

Client Testimonial:

Within weeks of going live, our virtual assistant became the first touchpoint for most patients. It’s like having a digital front desk that never sleeps.

Results

62% reduction in human ticket volume
98.5% patient satisfaction score for virtual assistant interaction
24/7 engagement with <3 second response time