Soliman El habib Avatar

AI Outpatient Assistant & Smart Department Routing

Client: Dr. Sulaiman Al Habib Medical Group (HMG) Region: Saudi Arabia • UAE • Bahrain Year: 2024 Category: AI Avatar • Healthcare Experience • Outpatient Assistant • Smart Routing

Project Overview:

Dr. Sulaiman Al Habib Medical Group (HMG) is a benchmark for digital transformation in Middle Eastern healthcare. Operating a vast network of multi-specialty facilities, HMG manages high outpatient volumes daily. To further streamline the patient journey, Metas proposed an AI Avatar Outpatient Assistant. This solution is designed to act as the “smart front door” of the hospital—providing instant answers to frequently asked questions and utilizing a structured logic to route visitors to the correct medical departments, thereby improving operational flow from the moment of arrival.

The Problem:

Outpatient reception areas are often high-pressure environments where administrative staff must balance complex check-ins with repetitive informational queries. This frequently results in:

• Reception Congestion: Administrative bottlenecks caused by routine questions.
• Patient Misrouting: Visitors heading to the wrong floor or specialty, leading to frustration.
• Communication Gaps: Difficulty in providing consistent, bilingual guidance on insurance, documentation, and wait times.
• High Operational Friction: Increased stress for both patients and staff during peak hours.

The Proposed Solution:

Metas proposed the deployment of conversational AI avatars at strategic touchpoints—such as main lobbies and outpatient entrances—to serve as Smart Information Hubs.

1. Intelligent Department Filtering (Routing): The avatar uses a safe, non-diagnostic questioning framework to identify the patient’s needs (e.g., pediatric vs. adult, urgent vs. routine) and provides clear directions to the relevant specialty clinic.
2. Bilingual Navigation & FAQ: Offering seamless support in Arabic and English, the avatar explains hospital processes, required documentation, and insurance workflows, ensuring no patient feels lost or uninformed.
3. Wait-Time & Process Guidance: By clarifying “what to do next” (e.g., “Take a ticket and proceed to Floor 2”), the avatar sets clear expectations, which significantly reduces patient anxiety and perceived wait times.

Key Capabilities (Proposed):

• Specialty Routing Logic: Guides walk-ins to the correct department based on their primary complaint (e.g., Dermatology vs. Internal Medicine).
• Document Readiness Assistant: Informs patients of the specific IDs or referral letters needed before they reach the counter.
• Emergency Escalation: Programmed to recognize high-urgency keywords and immediately direct the user to physical reception or the ER.
• Unified Brand Voice: Ensures a consistent, premium patient experience across HMG’s entire network of hospitals in the KSA, UAE, and Bahrain.

Expected Outcomes & ROI:

• Optimized Patient Flow: Faster transitions from the lobby to the correct clinic, reducing lobby dwell time.
• Resource Allocation: Shifts routine inquiries from human receptionists to the AI, allowing staff to focus on complex administrative tasks.
• Enhanced Patient Satisfaction: Provides modern, high-tech interactions that align with HMG’s reputation as a digital leader.
• Data Insights: Aggregates common patient questions to help hospital management identify and address recurring points of confusion.

Summary:

The Soliman Al Habib AI Avatar Proposal represents the next frontier in smart hospital management. By merging generative AI with healthcare logistics, Metas provides a scalable solution that humanizes the patient intake process, ensuring that every visitor to an HMG facility receives immediate, accurate, and professional guidance.