Case Study: IHH Healthcare reduces peak-hour operational stress by 65% with WIZ.AI Talkbots

How IHH Reduced Operational Stress by 65%

IHH Healthcare, one of Asia's largest hospital networks, faced significant operational strain from high-volume patient communications. Their call centers, particularly at Mount Elizabeth and Gleneagles Hospitals in Singapore, struggled with a massive concentration of calls during peak hours, exceeding agent capacity and leading to extended patient wait times. To address this challenge, IHH partnered with vendor WIZ.AI to deploy its Talkbot AI agent solution.

The WIZ.AI Talkbot solution automated both inbound and outbound calls, handling routine inquiries and appointment management. This implementation led to a 65% reduction in human agent workload during critical peak hours. The concentration of calls in the busiest hour dropped from 15% to just 5% of the daily total, significantly improving operational efficiency and patient satisfaction across the network.

IHH Healthcare