AI Chatbot for Hospital

Project Overview

NMC Healthcare partnered with Zenesys to transform their patient support system using artificial intelligence. Their goal was clear: develop a smart, multilingual AI chatbot capable of handling patient queries in real time, reducing reliance on manual support, and operating 24/7.
Zenesys was tasked with building a scalable AI solution that would offer personalized assistance, automate responses, and integrate smoothly with NMC’s patient management workflow.

The Challenge

The healthcare sector in the UAE is highly competitive, with patients expecting instant, accurate support. NMC faced several key challenges:

• Delayed responses to patient inquiries about appointments, prescriptions, and clinic information

• High volume of repetitive questions related to clinic hours and billing

• Limited support coverage outside business hours

• Missed opportunities for patient engagement and reduced satisfaction due to slow response times

NMC needed a solution that could cut response times, deliver intelligent support, and enhance patient experience—without increasing staff.

The Solution

Zenesys developed a fully customized AI-powered chatbot for NMC Healthcare, enabling:

• Instant, automated replies to patient inquiries on appointments, prescriptions, and clinic information

• 24/7 multilingual voice and text interaction for patients across all digital channels

• Seamless integration with NMC’s internal patient management system and electronic health records (EHR)

• Smart routing to healthcare professionals when human intervention is required

• Personalized follow-ups and appointment reminders to improve patient compliance

The chatbot serves as the first point of contact for patients, providing a comprehensive digital health assistant that aligns with NMC’s commitment to patient care.

Key Features

• Voice & Text Support: Patients can ask questions by typing or speaking, making support accessible to everyone.

• Appointment Management: The bot schedules, reschedules, and confirms appointments instantly.

• Prescription & Billing Assistance: Answers questions about prescriptions, refills, and billing details.

• Live Agent Handoff: Integrated “Talk to a Doctor” or “Speak to Support” option routes urgent queries to staff in real time.

• Feedback Collection: Gathers patient feedback to continuously improve chatbot responses and patient experience.

• Admin Dashboard: Gives NMC full control over chatbot behavior, content, and user access.

Results

• 80% reduction in first-response time for patient inquiries
• Handled 70%+ of incoming patient questions without human intervention
• 30% increase in patient engagement and satisfaction within 3 months
• Improved compliance with appointment reminders and follow-ups
• Streamlined workflow for healthcare staff, allowing them to focus on complex cases