Case Study: The Medical City South Luzon improves patient support with Proto AI

Healthcare provider in the Philippines automates 47% of patient queries

The Medical City South Luzon, a major healthcare provider in the Philippines, faced challenges with an overburdened hotline and the need to modernize its patient engagement. To reduce long waiting times and provide multilingual support for its diverse patient base, the hospital partnered with vendor Proto to deploy its secure AI customer experience platform.

Proto's solution automated inquiries across webchat, Messenger, and Viber, handling tasks like booking medical procedures and providing real-time doctor schedules. A key feature was the introduction of multilingual voice messaging. This implementation automated 47% of inquiries, handled over 1,000 monthly chats, and engaged 10,000 patients annually, significantly improving the patient experience.

The Medical City South Luzon