With the hybrid human + AI, the aim was to optimize diary filling, making it easier to book visits or examinations, maximizing confirmed bookings and immediately reusing cancellation spaces; reduce waiting times, minimizing call and email response time; manage requests in real time, providing timely information on examinations, schedules and accessibility; and integrate the internal management system, to track all interactions and have up-to-date diaries and records.
The proposal focused on modernizing the Front End, supporting the Medical Center’s in-house team with a hybrid structure that combines the experience of human operators with the speed and efficiency of GAP’s Digital Agents. The solution is based on three pillars: Digital Agents, AI systems that respond in real time to patients’ requests, book visits, filter and sort information according to specific needs; Human Operators, from a pool of 500 experienced agents who intervene in the most complex situations and ensure empathetic and personalized contact by complementing the work of the Digital Agents; and Integration with internal management systems, to draw on and store information, track every interaction and enable detailed performance analysis.
Improved agenda filling by 28%, with a 21% reduction in no-shows.
Reduced phone and email wait times by 43% with 89% resolution of requests with a single contact. Efficient management of cancellations, filling 68% of the slots made available.
Improved Online Reputation with a 23% increase in positive online reviews and a 10-point increase in Net Promoter Score (NPS).
Optimization of internal human resources by freeing up 30% of time, due to administrative load and repetitive tasks, which was redirected on strategic activities, toward value-added activities and clinical quality improvement.
Management of Peak Demands, thanks to the highly scalable and flexible hybrid model adopted by GAP, which has demonstrated robustness even in particularly critical contexts during periods of high attendance (e.g., flu seasons, preventive screening campaigns, …)
Improved customer experience and patient retention through rapid and personalized responses that improve the perception of service quality, reduction of errors in information management and reservations through synergy between AI and human operators, and 24/7 support that ensures service continuity.
Flexibility and Technology Integration, which is expressed by GAP’s ability to integrate its systems with those of the Medical Center to update data, reservations and patient information in real time. This enables strategic analysis and constant improvement of internal processes, as well as forecasting possible future needs.
The project implemented for the Private Medical Center of Reggio Emilia represents a concrete example of how an outsourced contact center, supported by advanced artificial intelligence solutions, can radically transform the front end of a healthcare facility. The benefits achieved-from improved diary filling, reduced waiting times, and optimized online reputation-are measurable and have led to a significant reduction in operational costs and increased patient satisfaction.
GAP’s ability to provide a scalable, integrated, performance-driven solution makes our service an ideal partner for all medium-sized Italian healthcare companies. If your facility also faces similar challenges, our experience and advanced technology can make a difference, ensuring not only operational improvement, but also a positive impact on your reputation and quality of service to patients.
Contact us to find out how GAP can support your facility in turning daily challenges into opportunities for growth and innovation.
Reggio Emilia
Contact form
Fill out the contact form for assistance with your submitted request.
Company name GAP S.r.l.u.
Via Antonio Pigafetta, 5 34147 – Trieste, Italy
VAT / CF number 01027540325
REA TS – 118829
Capital stock 100,000.00 €
GAP S.r.l.u.
Via Battisti, 2
34125 – Trieste, Italy
R&D: Udine
Offices: 12 in EU
Contact
T. +39 040 0648648
F. +39 040 0648647
toll-free number
800 91 31 32
POR FESR 2014/2020
Project 1
Project 2
PR ERDF 2021/2027
Project 1
Project 2
