Case Study: Saint James Hospital frees up 35% of patient-contact time with EBO.ai

EBO frees up 35% of patient-contact time for Saint James Hospital

Saint James Hospital, a healthcare provider with over a million patient encounters a year, faced a significant challenge with its entirely manual appointment booking system. The process, handled by two separate departments, was overwhelmed by high volumes, creating bottlenecks, complex logistics, and a heavy workload for staff. The hospital approached vendor EBO.ai to implement an artificial intelligence solution to increase efficiency, streamline booking, and enhance patient satisfaction.

EBO.ai developed and implemented a custom-built AI Virtual Assistant named Jamie. This solution automated responses to patient FAQs and managed the entire appointment booking process from start to finish, integrating with the hospital's health information systems. The results were substantial: Jamie automated 12,000 bookings annually, absorbed 35% of call workload, freed up 28% of staffing requirements, and saved Saint James Hospital over €100,000 in staff payroll per year, all while achieving a 96% patient satisfaction rate.

Saint James Hospital

Jean Claude Muscat

Chief Executive Officer