Healthcare
A private healthcare group
Background
A healthcare group operates clinics across Hong Kong and Southeast Asia, taking appointments and patient enquiries by phone, WhatsApp, and LINE.
The challenge
Appointment no-shows ran high because reminders depended on staff sending them manually, and after-hours enquiries went unanswered until the next morning — leaving revenue idle and patients frustrated.
The solution
The group connected WhatsApp and LINE to PAI Workstation: AI seats answered FAQs on clinic hours, service scope, and preparation instructions in multiple languages, while automation flows confirmed bookings, sent timed reminders, and offered one-tap rescheduling. All conversations followed privacy-first handling aligned with PDPO requirements.
Results
No-show rates fell by a third; after-hours enquiries converted into next-day bookings at 24%; and front-desk staff reclaimed roughly 15 hours per week previously spent on manual reminders.