How Eight (Starhub) achieved customer loyalty at scale with ADA’s AI-powered support
Telecommunications
The Results
- Patient education was enhanced, enabling individuals to have a deeper understanding of their ailments and treatment options
- Support and interventions were tailored to each patient
- Seamless communication and feedback loop
The Challenge
Headquartered in India, our client is an established chain of eye specialty hospital that operates within a network of 103 centres in India and 15 centres internationally.
However, the chain has been experiencing a significant drop in patient adherence at various stages of treatment, leading to suboptimal treatment outcomes. The client’s objective is to enhance patient adherence throughout the treatment process, including post-procedures, to achieve improved treatment outcomes.
To address this challenge, the client aims to develop a robust patient-targeting module that can effectively remind patients of their appointments with ophthalmologists and other critical checkpoints, thereby promoting and facilitating improved adherence to the treatment plan.
The Solution
ADA implemented an advanced conversational AI platform with automated query resolution, streamlined operations for repetitive queries, and human-AI collaboration with escalated cases equipped with actionable insights.
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