Containment vs resolution: the chatbot metric that misled us
A hospital chatbot reporting 80 percent containment may be resolving less than half of what patients wanted. Why the default metric misleads, and what to measure instead.
AI in healthcare operations
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How to get a hospital group cited by AI search
Patients now ask AI assistants which hospital to choose. Being cited is a discipline of entities, structured data and corroboration, and almost nobody in Indian healthcare has done the work.
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Voice bots in the contact centre: what actually moved cost
Voice bots are sold as headcount reduction. In an Indian hospital contact centre the cost they move is abandonment, repeats, transfers and after-hours. What to automate, what to hand off, and how to sequence it.
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AI content at scale without wrecking medical accuracy
Hospital groups need tens of thousands of pages and cannot write them by hand. The operating model that lets AI draft at scale while every medical claim stays clinician-approved.