Healthcare provider in the Philippines automates 47% of patient queries
TMC-SL sought improved patient support as clinics expanded. To address this, they deployed Proto’s AICX Platform to communicate with patients in local languages. The solution also integrates with the clinic’s database of over 1,000 doctors for real-time patient info.
1000+
doctors connected
50
clinics covered
47%
automated query resolution
The Medical City South Luzon (TMC-SL) is a leading healthcare provider in the Philippines. Situated in Santa Rosa, Laguna, the clinic is an 80-bed hospital complex and vital gateway to SL, covering Laguna, Batangas, and Cavite provinces. It offers top-quality diagnostic and treatment services, including radiology, cardiac catheterisation, and OR.
As the complexity of handling customer support increased across multiple channels, TMC-SL needed a solution that would enhance patients' satisfaction while increasing support agent efficiency to maintain high quality patient care and service.
Challenge: Managing a high volume of patient requests
Challenge
TMC-SL had relied on manual support through their hotline and social channels, such as Facebook Messenger. However, these channels were insufficient to meet growing demand, resulting in longer wait times and limited automation capabilities.
Process: A multilingual, omnichannel approach
Process
To address these challenges, TMC-SL deployed an AI-enabled chatbot powered by Proto’s AICX Platform. The chatbot handles over 10,400 chats monthly and offers automated service for more than 50 clinics. Powered by Proto’s proprietary NLP technology, the chatbot can understand and respond in multiple languages, including Tagalog and Cebuano. Moreover, it directly integrates with the hospital's doctor availability database, enabling patients to receive real-time information.
The AI solution was deployed across webchat, Facebook Messenger, and Viber. This build-once-deploy-anywhere strategy allows seamless and familiar interactions for end-users via their preferred channel.
Solution: Improved patient experiences
Solution
The collaboration between TMC-SL and Proto AICX has transformed customer support and patient experience through the deployment of an AI-based chatbot solution. As a leader in multilingual contact center automation in emerging markets, Proto's AICX platform showcases the immense potential for conversational AI to improve efficiency across industries and create more delightful patient experiences.
TMC-SL plans to leverage Proto's unique local language detection capabilities further, allowing end-users to interact in multiple languages within the same chat conversation.
About Proto
Proto is the leading generative AI platform for local customer experience. Powered by GPT and its own proprietary AI engine, Proto's AI Customer Experience (AICX) Platform automates transactions, tickets, bookings, and other high-volume interactions for local and mixed languages across text, voice and 20+ messaging channels. Proto is globally-recognized for its inclusive AICX solutions across the government, financial, health and transport industries.