AI Manages Hospital Appointments... KT Applies 'AI Voicebot' at Severance Hospital

Patients at Severance Hospital in Sinchon, Seoul, are checking their medical appointments with guidance from an AI voice bot. Photo by KT

[Asia Economy Reporter Oh Su-yeon] "Hello? This is the AI SeraBot from Severance Hospital. I am calling to confirm your neurosurgery appointment! Is this a good time to talk?"

An AI service that conveniently checks hospital appointment schedules, handles changes and cancellations, and provides preparation guidance is being introduced.

KT announced on the 11th that it has established ‘AI SeraBot,’ the first AI voicebot solution applied at a top-tier general hospital in Korea, at Severance Hospital.

‘AI SeraBot’ is a service where an AI voicebot calls Severance Hospital patients to remind them of their appointment schedules so they do not miss their medical visits. When a patient’s appointment date approaches, the AI calls to provide information about the schedule and the attending medical staff, and supports requests such as cancellations or changes during the call. It also offers one-stop information on necessary documents and precautions to ensure smooth medical care.

Until now, even in top-tier general hospitals with pre-appointment systems, patients sometimes forgot their appointments. Additionally, some patients could not attend due to personal reasons or other schedules on the day of the appointment. By introducing ‘AI SeraBot,’ Severance Hospital can resolve issues such as loss of medical opportunities for other patients due to no-shows and disruptions in the hospital’s appointment schedules.

AI SeraBot incorporates KT’s speech-to-text (STT) engine and natural language processing (NLP) technology, enabling natural conversations between the AI voicebot and patients. Furthermore, by integrating KT’s voicebot operation expertise, it provides stable solution operation and AI quality management services 24/7, 365 days a year.

Severance Hospital plans to evolve ‘AI SeraBot’ into an AI appointment center that not only provides appointment guidance but also automatically connects patients requiring consultation to professional counselors by linking with Severance Hospital’s medical big data projects. Additionally, the two companies will conduct joint research to develop AI solutions aimed at improving patient satisfaction.

Ha Jong-won, Director of Severance Hospital, said, “We have introduced digital technology into patient services so that patients using the hospital can experience better service before their appointments,” adding, “Severance Hospital is striving to present next-generation customer value through IT.”

Choi Jun-gi, Head of KT AI/Big Data Business Division, said, “We are pleased to provide KT’s AI voicebot to Severance Hospital, a leading top-tier general hospital in Korea,” and added, “We will continue to actively cooperate with Severance Hospital to continuously enhance the technologies and services necessary to improve patient satisfaction.”

This content was produced with the assistance of AI translation services.