eHealth portal: Agile response to the pandemic with chat(bot)
1th of April 2022
Sundhed.dk implements SupWiz’ Chatbot and live chat (SupChat) as a response to the corona pandemic.
Agility during a critical time
The Danish eHealth portal sundhed.dk experienced massive increase in queries due to the COVID-19 Pandemic. Hence, sundhed.dk chose to act with agility during the corona-chaos and implemented SupWiz’ live chat (SupChat) and Chatbot. The aim was to increase the citizen-support by providing faster replies and simultaneously supporting the agents by taking off the load of the many standard/frequently asked questions – a win-win value scenario.
Fast launch with adaptability & communication
Given the unique situation this collaboration came to be in, good communications have been essential between sundhed.dk and SupWiz.
“SupWiz has always been ready with reflections and new ideas. Every time we at sundhed.dk has asked for advice of what to do next, SupWiz has quickly understood the essential part of our request and guided us toward a good solution.”
Successful chat(bot) support
Sundhed.dk received thousands of chats after introducing chat support. Today the Chatbot at sundhed.dk handles almost all incoming chats - not only Corona-related queries, but also many other general health-related queries providing the citizens with availability and faster replies.
The pandemic has made the Danish population aware of the support sundhed.dk can provide them. Therefore, they have begun to rely on the help of sundhed.dk also with other health related inquiries.
New regulations, new questions: A Dynamic Approach
Sundhed.dk’s situation required special attention to the maintenance of the Chatbot-answers.
When the government implements new Corona-regulations, right away the citizens will have questions related to these. Here SupWiz’ dynamic approach has been imminent in accommodating this, as SupWiz has contributed with fast identification of new queries, which have then been turned into new Chatbot-answers.” says Brit Laugesen Kristensen from sundhed.dk
Also, these insights have been utilized by sundhed.dk to optimize their support setup. For example, the increase of queries outside opening hours has initiated activities related to sundhed.dk’s availability to the citizens.
SupWiz CEO, Stephen Alstrup is also very pleased with the outcome of this project:
“Thanks to the professional team at sundhed.dk, we managed to find a way to launch the Chatbot with unheard speed together, to accommodate a critical time with high peaks in queries. The efficient collaboration allowed time to both handle the high load of queries, while simultaneously further improving the chat-support.”
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About sundhed.dk
Sundhed.dk is the official portal for the public Danish Healthcare Services and enables citizens and healthcare professionals to find information and communicate. The portal facilitates patient-centered digital services that provide access to and information about the Danish healthcare services.
Behind sundhed.dk are the regions, municipalities, and the Ministry of Health. Sundhed.dk has a board of directors and a steering committee. Sundhed.dk's secretariat is responsible for the development, maintenance, and operation of the portal and associated apps.
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel and many more, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz' AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g. Tax Authorities, Hospitals, Governmental units) and private organizations like DSV, NNIT, One.com, TV 2 and many more.
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