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20. August 2020

novomind MEA: Al Zahra Hospital Dubai uses chatbot and AI to optimize its appointments service

Customer Service
Portrait Daniela Köhler

by Daniela Köhler

Publications officer

novomind iAGENT from Hamburg-based software developer in use / Customer service platform with several digital channels including live chat, WhatsApp and Facebook Messenger with messenger bot as well as web chatbot / Real-time appointment allocation with access to doctors’ schedules / Secure authentication via OTP by text message

Hamburg / Dubai, 20. August 2020 – Making appointments with doctors and clinics without any waiting times, quickly and conveniently via WhatsApp, Facebook Messenger or the clinic website – this is now possible at the Al Zahra Hospital Dubai thanks to a chatbot-based live chat. To optimize the appointments service for patients and reduce the workload on hospital staff, the 187-bed private clinic relies on platforms powered by artificial intelligence (AI) and software from novomind.

Employing 200 doctors and over 400 nurses, the hospital uses the novomind iAGENT omni-channel customer service platform with e-mail and chat module and web chatbot front end. novomind MEA (Middle East and Africa), the subsidiary of Hamburg-based software developer novomind AG, has additionally implemented a verified WhatsApp API and the Facebook Messenger with chatbot as new channels for the clinic’s appointment booking service as part of novomind iAGENT.

“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”, says Dr. Mohaymen Abdelghany, CEO of Al Zahra Hospital Dubai.

The website and the messenger service give patients direct access to the schedules of the doctors at Al Zahra Hospital Dubai. Appointments are made in real time. When booking, the patient communicates with the chatbot, which generates all information required for making an appointment. If all information is complete, the chatbot confirms the appointment. Secure communication is ensured by OTP authentication, with a one-time password sent to the patient by text message and requested during the booking process.

“Al Zahra Hospital is one of the first hospitals in Dubai to fully digitize their patients’ communication through integrate all its consumer-facing platforms under an artificial intelligence-powered umbrella eliminating waiting time for people seeking appointments or information. Being integrated with the hospital’s backend systems, the chatbot is able to interpret patients’ written requests and respond accordingly, as well as fully book appointments”, explains Hossam Amer, Managing Director, novomind MEA.

The virtual assistant can also hand over the live chat to a human contact. Such a handover is done automatically at the request of the patient or if the chatbot fails to answer a question more than three times.

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