Chatbot solution serves 14 brands in the company's diagnostics division; retention is 82.8%
With laboratories, presence in hospitals and creation of medical centers, the Dasa is currently positioned as the largest comprehensive health care network in Brazil. In 2018, the diagnostic medicine division realized that it could invest in developing a chatbot to answer customer queries and help locate test information.
“The challenge to be solved was to support online scheduling by reducing the rate of digital abandonment. Considering all the complexity involved in self-service exam scheduling and the high rate of abandonment in the digital process, from 39% in the search stage, 15% in the exam selection stage, it is essential to set up best practices to notify the client”, recalls Daniela Spironello , product owner of Dasa.
In addition to being compatible with the WhatsApp messaging application, the solution would need to unify the messages received by the 14 Dasa brands, such as Delboni, Lavosier, Atalia and Salomão & Zoppi, solving doubts or transporting calls to the human team.
“Dasa's chatbot technology involves a level of complexity characteristic of effective conversational products. In this way, the software not only presents the user with the answer to his question, but uses integrations to help the person to continue the service, which increases its importance in the company's strategy”, explains Bruno Alves, Vice President of Innovation and Plusoft Marketing.
bot in practice
Daniela says that the project was born within Dasa's customer service center, which aims to offer messaging solutions to notify the various stages of the patient's journey, including results, scheduling, as well as building service chatbots, proposing a scalable and innovative way of service, increasing availability and ease of use and access for customers.
Among the questions answered by Plusoft's chatbot are support for the digital scheduling process, including the sending of exam preparation, reminders for sending a medical order, customer support in scheduling, as well as confirmation of schedules, with information about units, agreements and results.
Results achieved and next steps
According to Daniela, as soon as the chatbot was implemented, several benefits could already be quickly seen. “We noticed gains such as high resolution, fewer errors and faster service. plusoft AI solves the service immediately and the customer doesn't have to stand in a queue to get an answer.”
With plusoft AI, until mid-January 2021, Dasa recorded a retention of 82,80%, representing almost 20% of call center services. “There were more than 174 thousand calls and about 300 thousand contacts per month. Our total volume in the brand is almost 1 million voice calls. Of these, almost 20% happens via WhatsApp”, she enumerates.
With the self-service chatbot on WhatsApp, the product owner also reports that Dasa started sending messages actively and achieving efficiency gains. Previously, the confirmation of the schedule took place via SMS and with the plusoft AI chatbot, the initiative started to be carried out via WhatsApp. With this migration, the commit rate more than doubled, jumping from 30% to 75%.
At the same time that she implemented the chatbot on WhatsApp, Daniela explains that Dasa adopted other digital scheduling solutions and the plusoft AI solution managed to reduce the abandonment of digital scheduling, since the virtual assistant helps the patient to go through the entire scheduling journey quickly in a more fluid and intuitive service.
Daniela also points out that the chatbot is on a journey now to promote cost resolutions for the company. To illustrate this benefit, she cites that customers who used social media to contact Dasa made an average of 3.78 contacts per month with the company, while customers who only used the phone had an average of 1.86 contacts per month.
“Developing robots that avoid human contact is a cost-balancing solution. From a rate and retention of 60% for the robot, there will be savings with the call center migrating from voice to chat”, she concludes.
promising scenario
According to the 2021 edition of the "Map of the Brazilian Bots Ecosystem", a survey produced by Mobile Time, the number of bots developed in Brazil more than doubled between 2020 and 2021, going from the number of 101,000 bots to reaching, until August this year, a total of 216,000 solutions developed by national companies.
In the perception of Alves, from Plusoft, companies such as Dasa serve as “showcases” for brands that are beginning to develop the bot or are already undergoing the process of continuous improvement. "The work carried out by Dasa, in partnership with plusoft AI, is an example of a bot that is resolute, directs the user towards the action he wants to take and helps to increase consumer satisfaction."
