Case Study: Somerset NHS Foundation Trust reduces booking workload and boosts patient engagement with EBO.ai's AI Virtual Assistant

Somerset NHS Foundation Trust delivers a positive patient experience and reduces booking workload with an Al-driven Virtual Assistant

Somerset NHS Foundation Trust faced a significant challenge with a massive backlog of outpatient appointments, exacerbated by the COVID-19 pandemic. This increased the administrative workload for booking staff and risked a negative patient experience. To address this, the Trust partnered with EBO.ai to implement an AI-driven Virtual Assistant, aiming to improve efficiency and empower patients to manage their own bookings.

EBO.ai's solution was an AI-powered Virtual Assistant that could intelligently converse with patients to handle tasks like viewing, canceling, and rescheduling appointments. Over a 12-week pilot, the Virtual Assistant successfully automated 1,204 conversations and enabled 816 patient-led bookings, achieving a 10.44% adoption rate. This saved 136 hours of staff time and is projected to save the Trust £159,000 annually. The success of the EBO.ai pilot demonstrated significant potential for reducing administrative burden and improving patient engagement.

Somerset NHS Foundation Trust