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From Manual Chaos to Smart Automation
How Call Doctor UAE Transformed Healthcare Engagement with Conversational AI Across Social Channels
Instant patient Response
Faster Booking Appointment
Internal Task Management
About client
Call Doctor UAE, founded in 2017 by Dr. Minhaz Hussain, is a leading home healthcare provider in Dubai. With over 15 years of clinical experience, Dr. Hussain pioneered the doctor-on-call concept, delivering ethical, safe, and convenient care. The service offers comprehensive mobile healthcare and has become a trusted name in personalized medical services.
The Challenge
As patient demand increased, Call Doctor UAE began facing critical operational challenges. Their manual processes and disjointed tools made it difficult to deliver a seamless patient experience. Specific issues included:
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Delayed Patient Communication:
Manual handling of inquiries and bookings caused delays and missed interactions.
Inefficient Appointment Booking:
Coordination between patients, doctors, and dispatch teams was slow and error-prone.
Fragmented Internal Workflow:
Teams lacked a unified system to track tasks, manage handovers, or monitor service delivery in real-time.
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Limited Marketing Outreach:
Facebook and Instagram campaigns lacked automation and weren’t connected to the patient journey.
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Lack of Data & Reporting:
Data was managed through Excel with no proper system for handling enquiries or patient engagement outcomes.
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No Centralized Patient History:
Patient data was scattered, hindering personalized communication and care continuity.
The Exequte Solution
Exequte implemented an AI-driven Omni Channel CX Platform to streamline communication and engagement across social channels like WhatsApp, Facebook, and Instagram, addressing key operational and customer experience challenges.
Patient Communication
Deployed automated WhatsApp, Facebook and Instagram chat flows for inquiries, symptom triage, and appointment booking.
Enabled instant responses and real-time support through AI-powered assistants and escalation to human agents when needed.
Appointment Booking Automation
Integrated WhatsApp with the internal scheduling system to book, confirm, or reschedule appointments instantly.
Send automated reminders and location-based updates to reduce no-shows and improve preparation.
Internal Workflow Streamlining
Implemented smart routing to assign tasks to doctors, nurses, or support staff based on availability and specialization.
Created a central dashboard for operations, giving real-time visibility into active cases, open tasks, and pending follow-ups.
Data, Reporting & Analytics
Built comprehensive reporting and analytics dashboards showcasing key metrics such as message volume, patient conversion rates, number of appointments, enquiries, doctor availability, response times, and satisfaction scores.
Added performance tracking for internal teams to support continuous improvement.
Marketing Outreach Automation
Using the platform, the team can now run integrated marketing campaigns across Google, Facebook, and Instagram, seamlessly connecting them to WhatsApp via Click-to-WhatsApp (CTWA) ads.
Captured leads are automatically nurtured through smart, personalized journeys on WhatsApp — guiding potential patients from inquiry to booking.
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Results
They got the instant response from the patient through automated chat flows
The appointment booking are more faster with real-time scheduling via WhatsApp
With the help of automated routing , the staffs can easily complete the internal task management
WhatsApp-integrated lead campaigns boost marketing ROI.
Real-time analytics enable smarter decision-making.
Patients received timely, consistent
Customer Feedback
