Messenger-first patient intake & booking system

Medical Services Platform

Problem

The client’s existing mobile application was underperforming. Users were reluctant to install an app from the store, and the web version had a long and complex registration flow. A significant number of users dropped out midway and eventually chose to book appointments by calling the call center instead.

This resulted in:

  • High load on call center operators
  • Lost or delayed requests
  • Low conversion from digital channels

Solution

We proposed a messenger-first approach using a Telegram bot as the primary entry point for patients.The bot was designed to handle three core call center scenarios:

  • High load on call center operators
  • Booking appointments with medical specialists
  • Surgical consultation requests