How Precise MRI Transformed Patient Support with AI-Powered Chatbot

Introduction

When Precise MRI, a medical imaging provider with around 200 employees, noticed their customer support was getting overwhelmed by repetitive patient inquiries, they reached out to us for a tailored, cost-effective solution. Org leader Danny Rackow needed a way to reduce operational costs while maintaining a high standard of patient care and satisfaction. Our answer was a custom, Botpress-powered chatbot, built to handle routine questions and seamlessly hand off more complex issues to human agents.

Objectives & Benefits for the Client

From the start, our mission was to help Precise MRI conserve resources, boost patient satisfaction, and simplify staff workflows. By automating repetitive queries, we aimed to:

• Save Significant Man-Hours
• Cut Operational Costs
• Maintain (and even Improve) Patient Experience

Chatbot Features & Technical Highlights

Retrieval-Augmented Knowledge Base

• Patients receive instant answers to common MRI questions (booking, canceling, preparation, etc.)
• Rapidly accessible, accurate info—no more waiting on hold

Authentication Flow with Twilio

• When patient-specific info is needed, the bot triggers a secure SMS verification flow
• After successful verification, the bot retrieves appointment history and provides personalized responses

Effortless Human Hand-Off to Front App

• If a user requests human support or the issue becomes too complex, the conversation transfers to the Front App
• Webhooks and the Front App API ensure a seamless transition without losing context

Working with Our Agency

Working alongside Danny Rackow and his team was a true pleasure. He came prepared with a clear vision but also trusted us to innovate and iterate on the project. Our transparent communication channels and quick feedback loops allowed us to fine-tune the chatbot to meet—and exceed—Precise MRI's standards. By staying agile, we were able to efficiently incorporate new features as the needs evolved.

Outcome & Results

After launching the Botpress solution, Precise MRI immediately reaped tangible benefits:

These data points underscore the real-world impact of strategic automation: cutting unnecessary costs, improving team efficiency, and boosting the overall patient experience.

Conclusion & Next Steps

For Precise MRI, this chatbot solution has reshaped the way they address customer queries—delivering timely support, safeguarding patient data, and freeing up staff for critical tasks. With potential future enhancements like integrated appointment scheduling and advanced AI-based interactions, the opportunities are boundless.

If you're ready to see how a custom Botpress solution can streamline your organization's customer service while saving time and money, we're here to help. Reach out to us for a consultation, and let's tailor a solution that delivers tangible results for your business.