AI patient assistant with voice and video across 130+ locations

How an omnichannel assistant keeps patients across 130+ labs informed, reassured, and ready for their next step.

• 65% faster consent decisions: Patients review prep, sign digitally, and pay inside the same conversation.
• <15-second first replies: Web, WhatsApp, and IVR now greet patients almost instantly, day or night.
• 9x more concurrent guidance: Specialists coach far more patients without adding weekend shifts.
• One playbook for 130+ branches: Every location opens chats with shared prep rules and transcript history.

The challenge: high-stakes questions, fragmented answers

Al Borg Diagnostics supports thousands of patients every day across 130 labs, mobile teams, and digital channels. Before HoopAI, each inquiry meant digging through different systems to verify identity, consents, eligibility, and prep instructions. Switching between Arabic and English or from WhatsApp to phone routinely stretched response times into hours.

Those delays amplified stress for patients who needed quick clarity before fasting, traveling, or receiving corporate screening results. Clinicians were looped in late and had to rebuild context from scratch, while leaders worried about compliance slips and inconsistent experiences from branch to branch.

The solution: a 24/7 diagnostics assistant patients trust

Al Borg partnered with HoopAI to stand up a network-wide assistant in just six weeks. From sprint one the team tracked deflection, booking rates, and answer accuracy, reviewing transcripts and sentiment each week with branch managers. Shared dashboards kept frontline feedback tied to the metrics leadership watched most, so improvements shipped without heavy change control.

Always-on, omnichannel conversations

Powered by AI Assistants and Omnichannel Customer Service, the HoopAI assistant greets patients on the website, WhatsApp, Instagram, IVR, and in-branch tablets. Deterministic and probabilistic matching unifies phone numbers, WhatsApp IDs, and medical records into one profile, so nobody repeats their story. Consent approvals, pricing, and secure payments now happen inside the same thread, cutting consent turnaround by 65%.

Diagnostics context in every reply

When someone asks, “Can I fast after 8 p.m.?” or “My ALT is 92—what now?”, the assistant maps the intent to the right orders instantly. Service Agent connectors read result PDFs, compare values against age- and gender-specific ranges, and surface clinician notes in seconds. Specialists join conversations already briefed and only step in when clinical judgment is required.

Modular AI with guardrails

AI Agents keep identity, retrieval, and action services separated, so teams can update one layer without touching the rest. Each release runs contract and regression tests with automatic rollback checks. When confidence dips, the assistant prompts for verification before proceeding, and guardrails such as audit trails, confidence gates, and role-based permissions keep every interaction compliant.

Action workflows plug into scheduling engines, billing, and results repositories, turning guidance into booked visits, bundled packages, and reconciled payments without leaving HoopAI. Bilingual retrieval tests ensure the right source is cited even when patients switch languages mid-thread, while Service Analytics watches deflection, sentiment, escalations, and payment success in real time and triggers auto-escalations when safety rules fire.

The results: faster care, happier patients

Within the first quarter of launch, the assistant reshaped service quality across Al Borg’s network.

• Lightning-fast first responses: Median reply times dropped from roughly a day to under 15 seconds across every digital channel.
• 65% faster consent turnaround: Patients confirm tests and payments in-channel, reducing follow-up calls and abandoned appointments.
• Specialists free to focus: Each advisor now handles up to nine concurrent threads without adding weekend staffing.
• Consistent experiences everywhere: 130+ branches rely on the same prep rules, transcript history, and escalation cues, so patients see one standard of care.

The blend of instant answers and consistent follow-through lifted sentiment scores and kept labs running smoothly without expanding headcount.

What patients experience now

Most patients arrive with a simple job: confirm prep, bundle tests, or interpret a number on their lab report. The assistant guides them in natural language, presenting prices, time slots, and next steps without bouncing between forms or phone calls.

Staff see the same artifacts patients receive, so handoffs stay seamless when a case gets complex. Humans remain in the loop for safety-critical work, but they start from the full story instead of rebuilding it.

Empowering every team member

Al Borg’s enablement group treated launch as the first step. Managers host twice-weekly office hours to share wins, capture transcript IDs that need tuning, and prioritize the next sprint.

• Playbooks that stick: Light guides map intents to assistant flows so new hires know when to stay in-channel and when to bring in clinicians.
• Feedback that ships: Embedded forms route improvements straight to product and data teams with the right context.
• Live coaching dashboards: Regional leaders monitor bookings, deflection, and sentiment in real time to remove roadblocks.

The blended workforce means assistants cover repetitive questions while clinicians focus on empathy, nuance, and high-value care.

Iterating with HoopAI

HoopAI and Al Borg meet weekly to review metrics, sentiment, and backlog priorities so new features map directly to patient demand. Quick wins such as clearer Arabic phrasing for fasting rules deploy alongside deeper integrations for corporate screening orchestration and review management.

Next on the roadmap are proactive reminders tied to patient history, richer education objects inside the results flow, and routing that preps specialists with context before they join. The modular architecture keeps the assistant adaptable as new diagnostics services roll out.

Sustaining performance at scale

Dashboards tie bookings, payments, and escalations back to the exact flows that produced them, giving leadership a common view for coaching and quarterly planning.

• Faster handling: Routine prep and scheduling resolve in-thread in seconds, freeing phone lines for critical cases.
• Quality signal: Clarification requests on core answers dropped 22% once source-backed responses went live.
• Coverage across the network: Dual-language flows and voice support cover every region without duplicating effort.

Insights roll straight into procurement, training, and product roadmaps, creating a feedback loop that keeps improving long after launch.