Within the scope of a journey towards the digital transition and improvement in the accessibility of communication with users, the Board of Directors of the Local Unit of the Lower Alentejo Health, TERM, introduces automatic phone answering based on artificial intelligence.
The installation process of this system, started at the Patient Admission Service of Hospital José Joaquim Fernandes, will be extended to the remaining Services of this hospital and also to the Health Centers during the coming weeks.
What are the benefits that voicebot service brings to users when they make contact with the Hospital? In practice, this new digital service, available 24 hours per day, 7 days a week, promotes more agility and dynamism, assisting the person calling ULSBA with less waiting time, ensuring all calls are answered and properly routed.
If the ULSBA Services telephone lines are blocked or not answered by a professional, auto answer is triggered, asking the user for his identification and the reason for contact. The information is recorded and immediately forwarded to the competent services that, on the same day or shortly, respond to the request made by the user.
That is why, to make this process more fluid, reliable and close, It is important to remind users of the importance of keeping personal data always up to date at the ULSBA administrative desks. Another important advantage is that the system understands all voice messages, even those where there is some noise or background noise, maintaining a good standard of care.
This is a faster service, more practical and, even so, personalized and safe, eliminating waiting times or even non-response to phone calls that often happened.
