Case Study: Leading Eyecare Chain achieves 50%+ chatbot bookings and 35% call-center FTE savings with Nividous voice & chat RPA

A Leading Eyecare Chain uses Voice and Chat Enabled Nividous RPA Bots to Deliver Enhanced Customer Experience

Leading Eyecare Chain Company, which provides acquisition and operational support to optometry practices across 90 locations (with plans to reach 150), was struggling with rapid expansion driven by acquisitions. Its call centers were overwhelmed and the inflexible core system lacked APIs for third‑party integration, forcing patients to rely on phone booking and necessitating a large increase in agent headcount. Nividous was engaged to provide voice- and chat-enabled RPA bots with cognitive capabilities to enable alternative customer channels for appointment scheduling.

Nividous implemented voice and chat RPA bots (accessible via Google Assistant and the company website) that interact with legacy interfaces to locate nearby stores, check appointment availability, and make/change/cancel appointments, while also automating benefits eligibility checks and claims verification. The Nividous solution shifted over 50% of appointments to chatbot, delivered a 35% reduction in call center FTEs and a 60% increase in process efficiency, freeing staff to focus on higher‑value customer service.