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Tier-2 Hospital Cuts Call Center Costs by 30% & Boosts Surgery Bookings with Personalized WhatsApp Videos
Overview
A boutique hospital chain operating across Tier 2 cities in India partnered with AiVANTA to streamline its response process for pre-planned surgery inquiries and improve patient engagement using personalized video communication.
Challenge
Responding to surgery-related leads typically required call center teams to qualify interest, explain procedures, and answer common questions—leading to high operational costs and inconsistent patient experience. The hospital also needed a way to engage a diverse audience in regional languages, primarily Hindi, to build trust and drive conversions.
Solution
AiVANTA’s IMPACT platform enabled the hospital to send hyper-personalized AI videos to potential patients via WhatsApp. These videos provided tailored information based on the patient’s inquiry—covering procedure details, costs, benefits, timelines, and key differentiators of the hospital. The videos were localized in Hindi for maximum relevance and included a clear CTA to connect with a care coordinator for booking.
Results
- 30% reduction in call center effort for lead prequalification
- More qualified, intent-rich calls reaching care teams
- Higher conversion on planned surgery bookings
Conclusion
With AiVANTA IMPACT, the hospital transformed its lead response journey—delivering trust-building, localized content at scale while saving time and cost.