Case Study: International Medical Center automates 1M customer service conversations with Tars WhatsApp Chatbots

International Medical Center automates 1 million patient conversations with Tars

The International Medical Center (IMC), a multi-specialty hospital in Saudi Arabia, faced challenges with its patient service channels. Its mobile app and online portal were difficult for some patients to navigate, while its support helpline was overwhelmed with calls, leading to long wait times and patient frustration. IMC partnered with the vendor Tars to find a scalable solution using their WhatsApp Engagement Suite.

Tars implemented a WhatsApp chatbot for IMC that provides 24/7 service in Arabic and English. The solution allows patients to instantly access information, manage appointments, and retrieve medical records after a secure identity verification process. This chatbot from Tars has automated over 1 million customer service conversations, significantly improving patient satisfaction while reducing the burden on IMC's human agents and operational costs.

International Medical Center (imc)