Confido automates 72% of patient questions with AI

Confido’s AI agent fully resolves 72% of patient questions, day and night. The team handles the rest: the cases where a patient needs a person.

Confido is one of Estonia’s best-known private healthcare providers. Patients ask about appointment times, services and the Digital Clinic, often outside business hours and in different languages.

Ene Nuut heads Confido’s customer service team. Her team decided that AI could handle the repeat, predictable questions, and brought in Askly to do it.

Why patients left the website and called instead

Confido’s website offers a wide range of services, but finding the right one takes time. The team faced 3 hurdles:

• A visitor who can’t find an answer quickly leaves the site, then calls or writes to the team.
• Repeat basic questions tie up a team that would rather use its expertise on harder cases.
• Patients speak Estonian, Russian and English, and all need a fast, clear answer. Answering by hand in several languages is expensive.

An AI agent that points patients to the right service

Confido set up Askly’s AI agent to explain its services and the Digital Clinic.

The AI tells predictable basic questions apart from more complex cases. It answers the first kind itself.

When a patient needs a more personal approach, a person takes over the chat with the full context.

Ene Nuut led the change, and her team stayed in control throughout. The team adds the topics it wants the AI to use when it answers patients.

Tartu University Hospital, another Askly customer, works the same way.

At Askly, we think it’s poor management to use a person where AI is faster and just as good. It’s just as poor to leave a patient waiting for an answer.

Customer service comes in 2 kinds:

• Functional support deals in facts, such as appointment times. Having people answer is slow and costly, and AI does it better.
• Sensitive support rests on an emotional connection. The patient’s trust, and often the company’s reputation, is at stake. That needs a person.

We helped Confido’s team find the balance. People do what AI can’t do yet, and AI does what it already does well.

How Confido set up its AI agent

1. Confido first mapped out the topics the AI is allowed to handle.
2. We wrote instructions for the AI on how to guide patients to the right services.
3. The AI answers in a natural, human tone, and its answers are labeled as AI.
4. The team can edit any answer in Askly, and changes go live within seconds.
5. The AI replies in the language the patient chooses. When a chat goes to the team, it’s translated in real time, both ways.

AI resolves 72%, and the team handles the other 28%

• 72% of patient questions are fully resolved by AI.
• 28% of conversations are handled by Confido’s team.
• Patients get answers 24/7, in the language they choose.

That isn’t a compromise. It’s the right division of labor, and a good example of AI and people working together.

More than 1,000 businesses use Askly, from healthcare providers such as Tartu University Hospital to retailers such as Klick and Bauhof.

In healthcare, trust is the foundation of everything. Use technology where it works best, so your people can be where they’re irreplaceable.

Which of your customers’ questions are predictable enough for AI to answer?