AI Chatbot drives Taiwan healthcare industry forward

SysTalk.Chat, the conversational AI chatbot from TPIsoftware (Taiwan), has reached new heights in driving the healthcare industry forward with optimized AI-powered customer services. With integrated with AI text and voice-enabled bot, Chang Gung Memorial Hospital- the largest international medical centre in Taiwan- has transformed into a smarter healthcare provider shifting from traditional IVR systems. It has become the first medical institution in Taiwan equipped with holistic smart voice-enabled customer services.

Since the trial run in May last year, the AI voice agent Apo has assisted the hospital’s healthcare professionals in serving over 80,000 people/times per month. This has achieved a 92% customer satisfaction rate.The service spans from appointment slots query, hospital bed admission query to medical information, making healthcare more accessible to people. It has also performed the outbound calling patient inquiry service for travel history, occupation, contact, and cluster (TOCC) to track the status of more than 18,000 patients each month, reducing the burden on medical staff by up to 52%.

Traditional appointment scheduling is often a lengthy process; however, with its exclusive dual algorithms, SysTalk.Chat has empowered Apo’s contextual communications, allowing people to book a doctor’s appointment via text or calls within 2 to 3 minutes and saving time. “We have incorporated the traditional customer services with our SysTalk.Chat to make phone support available without network connection, making Apo better serve users of all generations,” said Jeff Lin, VP of Innovation & AI Product Division at TPIsoftware.

Chang Gung Memorial Hospital’s adoption of SysTalk.Chat marks a big step forward for the healthcare industry in Taiwan to revolutionize the patient experience, as it is the first hospital using AI-powered text and voice-enabled customer service. Compared to the widespread adoption in financial services and other industries, AI chatbot is not prevalent in healthcare systems; many hospitals are still providing customer support in a traditional way, and digitally-driven healthcare is imperative to foster wider accessibility for patients. TPIsoftware has been at the forefront of transforming services delivery in healthcare with innovative AI, helping the industry focus more on patient care and maximize hospital efficiency.

Chia-Hao Lee, manager of the Medical Information Division from Chang Gung Memorial Hospital stated, “Digital technology has been a catalyst in the healthcare industry. We are delighted to implement TPIsoftware’s SysTalk.Chat to deliver optimized customer experience and build seamless communication between the hospital and patients.”

Ben Yao, CEO of TPIsoftware, said “The pandemic has prompted the healthcare industry to rethink their approach to the customer journey, and TPIsoftware is honored to reshape the customer services of the industry with Chang Gung Memorial Hospital. TPIsoftware will continue to drive smart healthcare with the best AI technology.”