Healthcare Chatbot: Expand Support with Ease

SupWizThe Danish eHealth platform, sundhed.dk, has faced a substantial surge in requests from Danish citizens and has swiftly expanded its support and effectively adapt to the ongoing changes in queries due to the ongoing changes within the Health Industry. To accommodate these changes, sundhed.dk uses the Chatbot from SupWiz to solve urgent needs for support and provides a nice citizen experience.

"Today, sundhed.dk has the most effective and professional user support in the healthcare system," states Sundhed.dk presentation at largest eHealth conference in the Nordics.

Effortless maintenance

Due to the constant changes in regulations, information needs to be continuously updated. Sundhed.dk can access valuable insights from citizens’ inquiries to identify e.g., trends and knowledge gaps. In this way, sundhed.dk ensures that the Chatbot is up-to-date and able to answer all the necessary questions from citizens.

The Calls-to-Chat transition

The chatbot aims to address an increase in citizens' inquiries, shifting the focus from calls to chats. For instance, during a sudden peak in citizen inqueries, the number of phone calls decreased by 42% - taking a considerable load of agents.

"We established the service within a really short time. Within two weeks we had the first version of the chatbot up and running, and that was quite surprising for us that it could be done in such a short time," mentioned Mr. Claus Duedal Pedersen, Head of User Support at Danish Health authorities, sundhed.dk

Sundhed.dk's Chatbot runs 24/7, automatically handling 88% of incoming queries. The chatbot thus provides increased availability for citizens and allows them to reach support outside opening hours.

Always Committed to Highest Security Standards

SupWiz constantly monitors recommendations from authorities and data ethics organizations to ensure best practices for compliance and the use of cloud services. Also, when handling a large amount of data from citizens, SupWiz acknowledges the concerns about data use as well as AI.

SupWiz offers different cloud solutions for data storage for its customers. SupWiz CEO & Co-founder is also an Algorithm Professor and an advisor for the Danish Data Protection Agency, identifying possible, practical measures that may ensure the use of cloud services in compliance with data protection law. Many public customers like health authorities and municipalities have shown an increased interest in a European-owned cloud, and therefore SupWiz offers a French cloud solution being fully Schrems-II-compliant. In addition, SupWiz has in 2023 received the ISAE 3000 certificate due to meeting their customers' high expectations when it comes to security.

SupWiz focuses on customized AI solutions and has different options when it comes to cloud solutions - always focusing on a company and its needs.

You can learn more about SupWiz here and about how their solutions support Enterprise Compliance here.

About SupWiz

SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Their omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine, and more.

The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel, and many more, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz' AI solutions, benefiting millions of end-users in multiple languages. SupWiz customers include several large public institutions (e.g., Tax Authorities, Hospitals, and Governmental units) and private organizations within the IT services industry, hosting, logistics, and many more.

www.supwiz.com

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