Price: 0
Number of applications: 8
18.06.26 (inclusive)
Under discussion
Idea
ICT tasks
Medicine
Other technological solutions
Software/ IS
A call center is the main "front door" of any clinic. This is where the main revenue is generated or irretrievably lost. Currently, the medical business is facing critical pains in this area: The blind spot of quality control: Physically, a person (supervisor) He is able to listen to and evaluate no more than 2-5% of the hundreds of daily clinic calls. The remaining 95% of conversations remain "in the blind spot," and management has absolutely no idea how operators actually sell medical services. ""Draining the advertising budget: Marketers attract expensive leads, but due to the rudeness of the operators, ignorance of the clinic's services, or inability to put the squeeze on a doubting patient, the conversion rate drops, and the budget is wasted. Subjectivity and the human factor: Manual evaluation of calls is often biased. Supervisors may underestimate or overestimate points due to personal sympathies, which demotivates the call center staff. High PHOTO costs: Maintaining an entire Quality Control Department (QCC) for listening to audio files requires significant monthly financial costs, while the efficiency and reaction speed of such a department remain extremely low
The introduction of the AI module radically transforms the approach to sales and customer service in medicine: Total control (100% audit): Artificial intelligence will listen, transcribe and evaluate absolutely every call in the clinic without days off or breaks. The supervisor will receive an objective, mathematically calculated KPI and rating for each employee. Conflict prevention and churn: Identifying a negative emotional background will allow chief physicians or managers to instantly receive notifications (alerts) about conflicting calls. They will be able to quickly contact the dissatisfied patient before he leaves a negative review in 2GIS or social networks. Clinic Revenue Growth (LTV): Thanks to AI's automatic recommendations for script improvement , operators will be able to identify their weaknesses faster. The quality of consultations will increase, which will lead to a sharp increase in conversion from a call to an appointment. Lower operating costs: Clinics will be able to significantly reduce the staff of quality controllers by shifting this routine work to the fail-safe algorithms of the DCH platform. Competitive advantage of DCH: The presence of built-in speech analytics will set Digital Clinic Hub apart from outdated competitors, becoming a powerful marketing trigger to attract large network clinics and increase the LTV of the platform itself.
Amina Agzamova
Purpose and description of task (project)
To create a high-tech artificial intelligence-based tool for 100% automated audit of communications between clinic operators and patients. The main task of the module is to replace manual listening to supervisors with machine analysis, algorithmically identify script violations, determine the emotional background of a conversation, and provide managers with ready—made recommendations for improving customer service . Detailed description of the functionality and technical solutions: Automatic transcription (Speech-to-Text): Implementation of a pipeline for translating audio calls into text. The main speech recognition engine will be OpenAI's Whisper API . For large clinics with strict security policies (NDAs), the optional implementation of DeepSpeech, a local offline speech recognition solution without transferring audio files to third—party servers , is provided. Semantic Analysis and NLP (Natural Language Processing): The processed text is passed through powerful language models (KazNLP, RuBERT, ChatGPT API) . The AI does not just transcribe the text, but performs a deep semantic analysis: it determines the emotional tone of the call (aggression, doubt, satisfaction) both from the patient's side and from the operator 's side. Checklist assessment (Custom Python Pipeline): Development of a specialized Python algorithm that compares the transcribed dialog with the approved corporate standards of the clinic . The system automatically assigns points: whether the manager greeted you, offered an alternative recording time, worked out the "expensive" objection, and showed empathy. Automated prompts and action triggers: Based on the analysis, the module generates hints for improving scripts and correcting operator behavior . "AI" also links the results of processing requests with subsequent actions in CRM: for example, if the AI realized that the patient did not make an appointment, but asked to call back tomorrow, the system will automatically create a "Repeat call" or "Make an appointment" task . Commercial model (SaaS): This innovative AI tool is positioned as part of the expanded functionality of the DCH platform and will be offered to clinics as an additional subscription (worth 10,000 tenge per user per month), which will generate tangible additional revenue for DCH
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