PROBLEM
Too many calls, too many missed appointments, too little front-desk capacity
The clinic’s reception team was spending most of the week answering the same 6–8 questions: doctor availability, branch, price, preparation and rescheduling. Patients increasingly preferred messaging in Uzbek or Russian, especially via Telegram, but the clinic had no self-service flow connected to the live schedule.
✕Reception handled 520 repetitive calls per week that could be automated;
✕Booking depended on manual phone coordination with the МИС schedule;
✕No-show rate was inflated by weak reminder and confirmation workflows;
✕No bilingual self-service in Uzbek and Russian on Telegram or the website;
SOLUTION · 8 WEEKS
A bilingual AI bot connected to the real schedule and built for conversion
We designed one booking logic for two channels — Telegram and website chat — with live access to doctor slots in the clinic’s МИС. The bot answered routine questions, offered available times, confirmed appointments, and triggered reminder sequences that reduced forgetfulness and manual follow-up.
WEEKS 1–2
Discovery and booking logic
Mapped 40+ reception scenarios, built Uzbek/Russian intents, and defined flows for new booking, rescheduling, cancellation, branch selection and specialty routing.
WEEKS 3–4
МИС integration
Connected the bot to the clinic schedule, doctor availability and appointment statuses so patients could see real slots instead of leaving callback requests.
WEEKS 5–6
Telegram + website launch
Deployed the assistant in Telegram and on the website, with fallback to reception for edge cases, lead capture, and language switching in 1 tap.
WEEKS 7–8
Reminder automation and tuning
Added confirmation, reminder and reactivation messages 24 hours and 2 hours before visits; optimized prompts weekly using drop-off and handoff data.
RESULT · 3 MONTHS
The bot became the clinic’s main booking layer for routine demand
| METRIC | BEFORE | AFTER | CHANGE |
|---|---|---|---|
| Bookings handled automatically | 0% | 65% | NEW CHANNEL |
| Reception calls / week | 800 | 280 | −520 |
| No-show rate | 18% | 13% | −28% |
| Average booking time | 7.4 min | 2.1 min | −72% |
| Share of bookings via Telegram | 0% | 49% | NEW CHANNEL |
“We expected a chatbot. What we got was a second reception desk that works 24/7 in two languages and never loses the schedule.”