Smart omnichannel services are becoming increasingly important in healthcare. Patients now expect to book appointments online and enjoy a seamless digital experience across all touchpoints. It is therefore essential for healthcare providers to make the necessary preparations and proactively lay the foundations for a patient-centred, digital future.
Positive Customer Experience
As patient expectations shift toward the seamless, personalised experiences they know from other industries, accessible digital tools – multilingual, mobile-first, and inclusive – help ensure continuity and trust throughout the healthcare journey.
Enhancing patient engagement through digital communication is transforming healthcare delivery. Here are some compelling findings:
Digital Healthcare Excellence
novomind iAGENT connects patients and healthcare providers through an innovative, centralised platform. As an omnichannel contact center solution, it seamlessly integrates a variety of communication channels along with relevant data and information. This allows patients to get in touch with their healthcare provider via their preferred channel — and even switch between channels — without losing the thread. Meanwhile, agents retain full visibility of the patient’s interaction history from the very first contact, ensuring consistent and high-quality communication throughout.
AI is at the heart of the novomind iAGENT platform, enhancing every patient interaction. From automatically processing and categorising emails to intelligent bots that understand both individual queries and wider conversation contexts, our AI ensures that patients receive prompt, accurate support — without unnecessary delays.
With digital services such as online appointment booking, online check-ins, and secure access to lab results and medication plans, healthcare providers can deliver a modern, patient-centric experience that builds trust and strengthens long-term loyalty.
Let patients book, cancel or change appointments around the clock with our intelligent voice, email, and chatbots. These AI-powered assistants handle frequently asked questions independently and with precision — 24/7. Seamlessly integrated into your hospital information system and available in multiple languages, they ensure fast, accurate responses and a smooth user experience.
Modern patients expect flexibility — including the ability to reach out via platforms they use every day. With support for popular messenger services like WhatsApp and Facebook, novomind iAGENT brings social media directly into the contact center. Enquiries are managed efficiently by agents, while a central knowledge base ensures consistent, reliable answers across every channel.
AI-based automation is setting new standards in contact centers. By automatically summarising customer enquiries and suggesting tailored responses, Agent Assist takes the agent experience to the next level. Whether patients get in touch via email or another channel, AI supports employees in time-consuming manual tasks, giving them more time for personal contact with patients.
Streamline email communication with smart mailbot technology. novomind iAGENT automatically categorises, prioritises, and routes incoming messages, enabling faster, more efficient responses. Whether it’s an appointment request or a service-related query, integration with backend systems ensures accurate replies — every time.
Interactive self-service kiosk desks support patients as they navigate healthcare facilities. From check-in to appointment booking and digital patient file management, kiosk desks offer multilingual support and real-time integration with your hospital information system. The result? Reduced waiting times, better orientation, and an enhanced patient journey.
A stable, secure and flexible infrastructure is the backbone of smooth communication - and therefore indispensable for healthcare providers. But not all legacy infrastructures are equipped for modern requirements. That's why novomind iAGENT can be operated either in the secure novomind Cloud in Germany or on-premises.
SEHA Case Study
Optimised appointment booking with AI-powered chatbots.
„We understand that the 2020 patient wants instant access and response and is not willing to wait, while otherwise doing everything from the comfort of their mobiles. Our AI-powered WhatsApp channel is perhaps the most convenient means to instantly book and access doctors’ schedules as well as provide a plethora of other services.“
Dr. Mohaymen Abdelghany
CEO, Al Zahra Hospital Dubai
Bader Al Qubaisi
Group Chief Information Officer, SEHA
Available 24/7, 365 days a year
Omnichannel contact center software that wows both agents and customers.
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Let’s get in touch
Let’s get in touch
Let’s get in touch
Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
Let’s get in touch
Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
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