Case Study: National Healthcare Group improves customer satisfaction with KeyReply's intelligent virtual assistants

NHG handles 50,000+ conversations with KeyReply

The National Healthcare Group (NHG) sought to improve its service level KPIs and increase patient satisfaction ratings. To achieve operational efficiency and cost savings, NHG partnered with KeyReply to implement a Virtual Customer Associate Assistant (VCSA) patient engagement platform across its institutions.

KeyReply's solution provided a versatile platform that handled a myriad of general enquiries, achieving over 50 thousand conversations with a high satisfaction rating of more than 4 out of 5. The implementation empowered NHG's team to manage the system independently, greatly reducing resource costs and enabling continuous improvements to meet users' needs.

NHG