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Dr. Ross: the Night Shift Duty by AI
REVERSE Sofia is a clinic for aesthetic and clinical dermatology, founded by Dr. Rositsa Dencheva. The clinic offers a wide range of services such as custom-made rejuvenation programs, complete face, and body aesthetic care, as well as treatment and prevention of dermatological diseases.
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The clinic noticed that up to 80% of the incoming social network inquiries went unanswered which cost an 80% outflow of new patients. In addition, each communication with a customer used to take 15-20 minutes to the Account Management, which led to team overload and low work efficiency.
The AI chatbot Dr. Ross responds automatically to every new message while starting a friendly conversation to get the customer data it needs. Dr. Ross sends users inquiries to a specific field and provides detailed information about procedures and services, assisting with booking an appointment. Created in 2018, the AI chatbot Dr. Ross became the 1st Bulgarian digital aesthetic consultant.
In 16 months since its implementation:
- Ross answered over 10,000 messages sent by over 1,400 customers.
- 35% of the communication happened nighttime after 18:00.
- The AI chatbot was trained to 125 topics about aesthetic procedures and clinic services.
Business feedback
“By delaying responses, every business increases the risk of an outflow of customers who then turn to competitor brands. Working with the digital assistant has enabled us to process about 8000 messages since the start of the project with Umni, which undoubtedly increased the interest of the users and the number of client inquiries as well as the consumption of our medical services.”
REVERSE Sofia Clinic