The intelligent navigation assistant from Hirslanden

Initial situation

Hirslanden is the largest medical network in Switzerland. The Hirslanden Group comprises 17 clinics in 10 cantons, many of which have an emergency ward. It also operates 5 outpatient surgery centers, 18 radiology and 6 radiotherapy institutes. The Group has 2,515 partner doctors and 11,025 employees, including 551 salaried doctors.

Hirslanden's website contains a wealth of information for various groups, such as visitors, patients, referring physicians, interested parties and applicants. The goal for Hirslanden was to be able to provide these different personas with the information they need from the more than 1,000 pages/subpages in a targeted and quick manner. To achieve this, we jointly developed a chatbot. The Hirslanden Baby area served as a pilot.

Idea & realization

With the introduction of aiaibot, visitors now have the opportunity to address their concerns independently and without waiting times via the digital self-service chatbot. The chatbot provides information on questions about the desire to have children, pregnancy and the postpartum period, as well as information events, appointments, consultations, upgrades, visitor information and the Hirslanden app.

"Mina" is the name of the bot that has been available on various Hirslanden "birth/baby" websites since December 2022. The newly created function also gave rise to her name: My intelligent navigation assistant. It takes website visitors directly to the pages of Hirslanden Baby and the Hirslanden and Klinik Im Park maternity departments. The user can place their request quickly and easily and, depending on the topic selected, will be forwarded directly to the page they are looking for or their request will be resolved immediately.

The chatbot and robot module are currently in use. Mina can thus display dynamic lists for events or the hotel selection for Babymoon as well as trigger various e-mail dispatch workflows to various recipients at Hirslanden internally and also to customers (who require a chatbot protocol).

From the engaged sessions already recorded since the introduction of the chatbot, it is clear that the majority have requested information on the topics of pregnancy, birth, maternity clinic and the desire to have children. Most of the issues dealt with in the chat have been resolved and the feedback so far has been positive.

The chatbot is being continuously developed and will also advise and support website visitors on other maternity clinic pages in the future. Joel Glanzmann, Senior Digital Marketing Specialist at Hirslanden, explains:

Thanks to the aiaibot Service Automation platform, we can make it easier for our visitors to find information via a digital channel and resolve their concerns efficiently and quickly.