Introduction
VIP Clinic — a clinic of cosmetology and plastic surgery with branches in Moscow and Kaliningrad. The clinic has many areas: plastic surgery, injection and hardware cosmetology, rejuvenation, body treatments, specialist consultations, promotions and gift certificates
Patients apply via Telegram, VK, Instagram and WhatsApp, and amoCRM and the Universe Soft medical system are used internally. With such a flow of requests, it was important for the clinic not just to respond quickly, but to do it competently, lively and in such a way that the conversation led to the next step
The clinic wanted to improve the quality of correspondence with patients
Before implementation, operators conducted conversations manually. The answers were often formulaic, the patient’s needs were not always disclosed, advertising messages did not turn into a full-fledged conversation, and the cost of services was not always explained in a clear and engaging manner. Additionally, patients could wait a long time for an answer, and for the aesthetic and medical niche this is critical: here it is important to quickly give clear advice and show the person the next step
The main task was not just to automate answers, but to make sure that the bot could conduct a meaningful conversation. The client wanted the bot to understand the patient’s request, ask clarifying questions, identify the need, advise on services, name the cost, collect contacts and transfer the request to the manager. At the same time, the answers had to be lively, without stereotypes and repetitions
We configured the bot as a clinic assistant, and not as an answering machine
Chat bots have been developed for VIP Clinic for different branches
The bot not only responds to messages, but guides the patient from initial interest to transferring the application to the manager. It advises on services, clarifies the area, problem, desired result, procedure or doctor, selects suitable directions, responds to promotions, doctors, addresses and schedules, collects name, phone number, service and wishes. If you need an appointment, schedule or complex clarification, the bot passes the conversation to the manager
The bot does not waste managers’ time on spam, advertising and untargeted messages. In such scenarios, it correctly ends the conversation and does not pass on the request further
The patient receives a quick response on the procedure, current cost and important clarifications. The bot doesn’t just name the price, but helps continue the conversation according to the script
If the request is described briefly, the bot helps you navigate, explains which procedure may be suitable, and asks clarifying questions for the next step
The bot can explain the terms of the promotion, name the cost, talk about the duration of the procedure and, if necessary, transfer the patient to a manager for final clarification
When the patient is ready to move on to the next step, the bot collects key data to transfer to the manager and helps quickly bring the request to an appointment
What did the client receive?
After the launch, VIP Clinic received a tool that helps to quickly and competently respond to the patient, identify the need, give advice, name the cost of the service and transfer the interested patient to the manager
The answers have become more lively and varied, the dependence on manual formulations by operators has decreased, and the first contact itself has become stronger in terms of the quality of correspondence and the patient’s movement to the next step
