Bumrungrad turns to AI agents to clear patient email backlog

Bumrungrad International Hospital is using AI agents to manage a daily backlog of about 7,000 patient emails by summarising, categorising, and forwarding them to relevant departments, improving efficiency. The hospital is expanding AI use to draft patient replies, manage messaging on platforms like WhatsApp and Line, and eventually handle appointment bookings and voice calls, integrated with their medical records and Salesforce systems.

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