South KoreaHealthcare and life sciences2022 – ongoingKorea University Guro Hospital
AI reservation callbot and speech-based consultation analysis
Guro Hospital reported a 98% call-answering rate after introducing AI call support
Problem
The hospital's call center missed calls and needed callbacks. Returning patients also needed to manage appointments outside normal consultation hours.
Approach
The hospital began the project with Broad C&S after selection for an AI voucher program in March 2022. Its KUMI callbot handled routine appointment requests from returning patients. A speech-recognition solution converted recorded messages into text for staff follow-up.
Results
Takeaway
The results covered the combined callbot and speech-recognition deployment. The hospital did not isolate each component's contribution.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Government support program
- Evidence
- Company's own claim
Sources
Source summaries
Etoday reported the hospital's deployment with Broad C&S through an AI voucher program. The hospital reported a 98% answering rate, 150 monthly callbacks and a 30% reduction in call duration.
Full details are in the original sources.