Healthcare
AI Patient Assistant for Complex Healthcare Inquiries at Medigroup
2 min
Zdravko is a bilingual virtual assistant available on the Medigroup website and official Viber channel. It helps patients with information, procedures, appointments, pricing, and with seamless handoff to contact center agents when needed.
The client
Medigroup is the largest private healthcare provider in Serbia, operating at more than 80 locations across the country. They wanted to reduce pressure on its call center and provide patients with faster information and 24/7 support about services, appointments, and pricing.
The area of improvement
The contact center aimed to adapt to changing patient behavior, as more patients increasingly chose chat as their preferred communication channel. At the same time, the complexity of healthcare services and the large volume of information that needed to be delivered accurately, consistently, and without errors required a significant number of agents to handle all inquiries in a timely manner. The growing demand for chat-based communication, combined with the need to navigate extensive knowledge bases and multiple systems, placed additional operational pressure on teams and made it challenging to scale efficiently.
The solution
Bilingual AI assistant “Zdravko” on web and Viber, trained on the same information agents use for procedures, services, and common patient questions.
Smart guidance for appointments, locations, and working hours, helping patients find the right facility, doctor, and time slot before they call.
Advanced pricing logic that reflects differences across locations and services, so patients receive accurate prices for specific tests and procedures.
Integrated contactcenter experience, where agents use a single platform for live chat, virtualassistant administration, knowledgebase management, and statistics, with full conversation history shared on handoff.
Results
Higher self-service rates for common questions about services, preparation, and pricing.
Reduced pressure on callcenter queues and smoother transitions when human help is needed.
More consistent, accurate pricing information across channels, improving patient experience and trust.
Zdravko successfully handled 45% of all simple, non-medical requests, ensuring that all patients were either fully assisted or seamlessly guided to the appropriate solution or human support.
The channel was well adopted by users, resulting in a 30% increase in volume through this channel, with continued growth, and currently, 8–10% of all inbound communications are handled through this channel.
75% of all interactions take place via the web channel, while 25% are handled through Viber, where the service has nearly 5,000 subscribers.
Together, these changes significantly improved overall patient satisfaction.
Key takeaways
In healthcare, AI assistants create the most value when they handle the “front door” of the patient journey—questions, logistics, and administration—so medical staff can focus on care. When virtual assistants combine robust knowledge bases, pricing logic, and seamless escalation to humans, providers can offer faster, more reliable information while keeping clinical decisions firmly in the hands of professionals.
Written by
Staff
