Digital Front Door Chatbot Improves The Patient Experience at Aspire Indiana Health

Before considering a chat solution, the health system had high call volumes, and staff was spending a considerable amount of time consistently answering the same questions. A patient's journey can be complex, and certainly varies, but staff members believe it is their inherent duty to support each unique patient journey to the best of their ability.

The Aspire Indiana Health team turned to Botco.ai, a digital front door chatbot technology vendor."The vendor offered a solution that had the potential to centralize our scheduling resources, provide dynamic answers based on specific insurance questions, and offer location-specific information like programs available and housing options, “Dillard.

One of the most important features for us was that the chat experience could consistently handle these questions, regardless of when a patient wanted to chat," he added. "Being available to patients 24/7 is arguably the most crucial component of the healthcare journey a provider can provide their patients. It also was important to us that Botco.ai had the potential to connect with our current scheduling tools and electronic health record systems."