Case Study: Gruppo USI achieves 94% patient satisfaction with Infobip

USI Redefining the patient experience with WhatsApp chatbot

Gruppo USI, a private healthcare leader in Rome with around 40 centers across Lazio and Tuscany, faced overwhelmed communication channels as phones rang nonstop, emails piled up, and its website live chat couldn’t handle patient inquiries. The organization needed a way to scale responsive, patient-first communication without losing the human touch, and turned to Infobip, using WhatsApp Business, SMS, a chatbot building platform, and cloud contact center tools.

Infobip implemented a unified conversational setup that routed routine questions through a WhatsApp chatbot, sent SMS appointment reminders, and handed complex cases to agents with full conversation history. In three months, the solution handled 6,197 patient sessions, cut agent workload by 54%, reduced call volumes by 50%, and helped Gruppo USI achieve 94% patient satisfaction.

Gruppo USI

Eleonora Sperone

Head of Communication and Marketing