VTB Medicine is implementing artificial intelligence technologies to simplify the customer journey across its new products while preserving personal support. Svetlana Beri, Director of Product Development and Client Relations at VTB Medicine, spoke about this at the conference “Digital Tools for Contact Centers and Customer Service.”
The implementation of AI makes it possible to offer customers a more convenient way to receive recommendations, while still keeping the option to switch at any moment to a medical consultant for non-standard situations or requests that require human involvement.
The decision to implement AI was made after several months of operating a service designed to address professional burnout in commercial companies. At first, each request required several steps: the client filled out a questionnaire, and then a medical specialist manually analysed the answers and prepared personalised recommendations. This created delays and increased the workload for medical consultants.
Analysis showed that most requests fell into standard scenarios. VTB Medicine specialists, together with medical experts, developed a knowledge base to train an AI model that generates recommendations based on validated evidence-based methods. Now, the client contacts the chat, gains access to an online questionnaire, answers the questions, and receives personalised recommendations. If desired, they can book a consultation with a doctor to clarify the details.
VTB Medicine’s comprehensive solution for the early detection of professional burnout is integrated into the care ecosystem of client companies and helps employers retain talent while enabling specialists to restore productivity. AI makes it possible to process a large number of client requests, and when unique scenarios arise, the model is further trained with the participation of professional medical supervisors. In addition, full protection of personal data is ensured, as the AI model operates within VTB Medicine’s internal secure environment.