Case Study: Diagnostyka achieves 92% automation and 70,000 automated messages/week with Zowie's AI chatbot

Chat Automation Gives Diagnostyka Service Fit for a Leader

Diagnostyka, Poland’s leading network of medical laboratories (800 labs, 18 million patients annually), needed a modern customer service channel to stay at the cutting edge while reducing pressure on its phone infoline and email forms. Faced with thousands of repetitive patient queries—about locations, opening hours and details for 2,500 unique tests—Diagnostyka chose Zowie’s AI chat automation to give customers fast, clear answers and to free agents from routine work.

Zowie’s AI chatbot was plugged into Diagnostyka’s website within minutes and began handling repetitive questions, offering tailored test information, suggesting related analyses and sending recurring-test reminders; it also absorbed traffic surges during COVID-19. The result: 56% automation in two weeks, 92% automation today and 70,000 automated messages each week, leading to shorter phone wait times, higher-quality agent interactions and scalable, resilient customer service powered by Zowie.

Diagnostyka

Zuzanna Wrona

PR Specialist