Covid-19 - Healthcare AI Solutions for Better Patient Care

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Empowering you
to help others

Unprecedented times require unconventional solutions.
The world is changing rapidly, and we can help you adapt your business to these changes

Awareness

Give your customers peace of mind by providing information and the next steps they need to take

Cost optimization

Increase call center efficiency while reducing costs

Productivity

Reduce the load on call center human agents by transferring up to 80% of routine tasks to AI-based agents

Service availability

Reduce line waiting time by giving customers the best level of service, even with an unprecedented load on the call center

Current projects

DHS handled call center workload with voice-activated AI

Doctor's house call

Problem During the pandemic, the load on the Ministry of Health's call center increased massively, and patients had to wait in line for up to 5 minutes to call a doctor. Besides, calls were not processed around the clock

Solution Neuro.net and its partners developed a virtual agent Svetlava that receives calls 24/7, recognizes patient's personal data, identifies the patient by his or her CHI policy number using speech recognition and synthesis, finds out all the data necessary for the appointment (patient symptoms, address, contact information, etc.) and processes the doctor's call through the Unified Medical Information and Analysis System (UMIAS)

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Vaccination voice assistant

Problem In the spring of 2021, a major campaign to vaccinate the population against COVID-19 was launched. The Ministry of Health launched a voice bot to inform and guide patients through all stages of the procedure

Solution When making vaccination appointments, the virtual agent additionally checks for available time slots in real-time and offers them to patients. The information confirmed by the patient is recorded in the UMIAS. Additionally, the voice bot answers frequent questions about vaccination.
The project also calls and informs citizens about the need for vaccination. During the conversation, the AI agent answers frequent questions and objections and offers to make an appointment for vaccination

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Stages

Implementation process and key milestones

2020

Start of the project in October, the development of the "Doctor's House Call" scenario

Installing the on-prem version of the conversational AI platform and running the "Medical Home Call" scenario in November

Expanding of the capacity up to 300 channels (simultaneous connections). The maximum load of 30,000 calls per day has been reached in December

0-01

2021

Launch of a project to inform citizens about the need for vaccination in March

Running a script for vaccination appointments in April

Scaling up the technology and launching in other regions of Russia in July

0-02

2022

Launch of 10 new scenarios

Real assistance to the call center of the Ministry of Health of the Moscow Region during the peak of the pandemic in December-February 2022

0-03

Social effect

Transformation of patient care and experience

Accessibility Improving accessibility of medical care – reducing waiting times on the hotline

Quality Improving the quality of service at the hotlines of state organizations

Reputation Technological image of the state organization among citizens

Partners

Project
Partners

The company develops modern, effective IT tools and technologies aimed at automating the business processes of small and medium-sized businesses. The company's main product is SmartDialogs voice robots. Thanks to Neuro.net's innovative technologies and the rich expertise of the Fromtech team, the company easily and accurately implements virtual agents to automate calls in various business sectors: from cold sales to incoming calls

More information on the site: smartdialogs.ru

Provider of high-tech medical information services for government, business and individuals. The company was founded in 2019 by RT Labs (part of Rostelecom) and SVAN and combines the teams, competencies, resources and product line of the founders. RT MIS acts as one of the key participants in the formation of the Unified Digital Health Loop in the Russian Federation. RT MIS product solutions - UDC. MIS and ECP. LIS - are part of the Unified Digital Platform

More information on the site: rtmis.ru

A public cloud platform that provides corporations, mid-sized businesses and private developers with scalable infrastructure, storage services, machine learning tools and development tools. With these technologies, proven by time and Yandex experience, everyone can create and continuously improve their own cutting-edge digital services and applications

More information on the site: cloud.yandex.ru

We can help you in these difficult times. Find out how

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Numbers

Outstanding results of AI solutions implementation

0-01 30К+ 0-01 Сalls Calls are received daily by Neuro.net AI agents on the hotline of the Ministry of Health of the Moscow Region

0-02 х3 0-02 Reduction Shorter waiting time on the line, which is extremely important in a pandemic

0-03 3M 0-03 Calls Calls have been handled by the developed AI-based virtual agent Svetlana since its launch

0-04 300 0-04 Lines Lines simultaneously served by the virtual agent Svetlana

0-05 12 0-05 Regions Regions launched similar voice assistants following the example of the Moscow region

Comments

Reviews and impressions about the project

Maxim Rymar Minister of State Administration, Information Technology and Communications of the Moscow region Voice assistants are not just a tribute to fashion. These are solutions that really simplify a lot of things and make them more comfortable. Last year we launched an artificial intelligence solution to offload the region's call center agents. And this solution has proven to be effective over the course of its operation

Sergey Metelev General Manager at RT MIS We weren't just looking for an IVR solution, but a full-fledged AI-based technology that can communicate with citizens as seamlessly as possible, providing better support by quickly finding the information they need and not having to wait on the line. The level of conversation in these kinds of voice assistants is indistinguishable from that of a human agent

Svetlana Strigunkova Minister of Health of the Moscow Region We are seeing a dramatic increase in the number of calls to the governor's call center to call a doctor at home due to the unfavorable epidemiological situation. For the convenience of residents, to reduce the waiting time for a human agent's response, we have launched an AI-based voice service, which will automatically take the request and make a doctor's call to the house

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