Transforming patient experience with AI-powered call center assistant
AAI Labs announced the successful implementation of an innovative AI-powered call centre assistant prototype for Kaunas City Polyclinic (KMP), one of Lithuania's largest healthcare institutions. The smart solution revolutionizes how the polyclinic's 34 call centre operators manage approximately 95,000 monthly calls, aiming to improve patient access to healthcare services while optimizing staff workflow.
Addressing critical challenges in healthcare access
Kaunas City Polyclinic, which serves 160,000 patients across five divisions and eight departments throughout Kaunas, faced significant operational challenges in its call centre operations. With 120 family doctors and 45 specialists providing care, the polyclinic's communication hub struggled with high call volumes, inconsistent call handling procedures, lengthy training periods for new staff, and a 50% annual employee turnover rate.
"Our call center is the first point of contact for thousands of patients every day, but managing this critical communication gateway was becoming increasingly difficult," said Loreta Marmienė, Deputy Director at Kaunas City Polyclinic. "Each operator was handling approximately 170 calls per shift, accessing information from five different systems, resulting in long wait times for patients and a stressful work environment for our staff."
AI solution for call centre optimization
AAI Labs created an intelligent assistant system that augments human operators with real-time AI support. The solution addresses multiple dimensions of call centre operations:
The system provides operators with dynamically generated questions and answers based on the current conversation, guiding them through complex patient registration processes and ensuring consistent, high-quality service delivery.
Advanced speech-to-text technology transcribes conversations in real-time, capturing critical information and alerting operators to potential quality issues during the call.
The assistant integrates with KMP's existing IT systems, consolidating information from disparate sources into a single interface and eliminating the need for operators to switch between multiple applications.
"Healthcare call centers present unique challenges that require specialized solutions," said Aistis Raudys, CEO at AAI Labs. "The conversations are high-stakes, often emotional, and involve complex scheduling and eligibility requirements. Our solution does not replace the human touch that is essential in healthcare communication but instead empowers operators to deliver more efficient, accurate, and empathetic service."
A model for healthcare communication
The Kaunas City Polyclinic implementation represents a pioneering achievement in healthcare call centre optimization in Lithuania. The solution addresses a universal challenge faced by healthcare institutions: ensuring patients can reach their providers efficiently while managing complex administrative requirements.
"This is the first solution of its kind in the Lithuanian market. By addressing the fundamental challenge of first-call connectivity for patients, we're helping solve a healthcare access issue that affects medical institutions nationwide”, noted Aistis Raudys.
The system has been designed with scalability in mind, making it adaptable to other healthcare providers facing similar communication challenges. As healthcare continues to digitize, innovations like this represent an important step in ensuring technology enhances rather than replaces the human connection that remains central to quality healthcare.
About AAI Labs
AAI Labs is a leader in developing practical artificial intelligence solutions for government and public sector organizations, including healthcare institutions. The company specializes in creating secure, transparent, and effective AI systems that enhance operations while maintaining the highest standards of privacy and security, particularly important when handling sensitive information.