How to make healthcare more accessible and efficient with AI

Centro Medico Metica is a medical and physiotherapy polyclinic founded in 2010 with 2 locations, Paderno Dugnano and Crema. The facility stands out for offering a wide range of high-quality healthcare services, from blood draws to various specialist visits, thanks to the collaboration of over 80 highly qualified professionals.

With the goal of making healthcare more accessible and modern, Metica decided to invest in digital innovation to improve the experience of its patients.

The challenge

Like many medical centers, Metica faced several challenges in patient assistance:

High volume of calls for basic information (hours, services, exam preparations)
Administrative staff overloaded with repetitive questions
Difficulty providing support outside opening hours
Long wait times for patients calling for simple information
Lack of a modern digital channel to communicate with patients

The solution: MITICO

Run2AI developed MITICO (Metica Intelligent Therapeutic Information & Communication Operator), a conversational AI chatbot designed specifically for the healthcare sector. MITICO was integrated into Metica's website and on the main messaging channels used by patients.

MITICO

The intelligent virtual assistant that supports Metica patients 24/7

Main features

Immediate responses 24/7

Provides information on opening hours, available services, exam preparations, and prices in real-time, without wait times.

Natural language understanding

Uses advanced artificial intelligence to understand patient questions formulated in natural language, even with typos or synonyms.

Booking assistance

Guides patients through the booking process, suggesting appropriate specialists and available booking channels.

Intelligent handoff

When necessary, transfers the conversation to a human operator with the full context of the discussion, ensuring continuity.

Multilingual support

Communicates in Italian, English, and other languages to better serve the diverse patient community.

Continuous learning

Continuously improves through machine learning, becoming more precise and effective over time.

Implementation

The implementation process was quick and non-invasive:

FAQ analysis: Run2AI analyzed the most frequent questions received by the medical center
Model training: MITICO was trained with specific information on services, specialists, hours, and Metica procedures
Integration: The chatbot was integrated into the website and connected to existing systems
Testing: Internal testing phase with staff to refine responses
Gradual launch: Progressive release with constant performance monitoring

The results

Results achieved in the first 6 months after MITICO implementation:

70%

Reduction in calls for basic info

85%

User satisfaction with MITICO

3K+

Conversations handled per month

24/7

Continuous support active

MITICO has exceeded all our expectations. Our patients appreciate the possibility of obtaining immediate information at any time, and our staff can finally focus on higher value-added activities. It has become an indispensable tool for our medical center.

Administrative Direction

Centro Medico Metica

Key benefits

For Patients: Immediate access to information, no wait times, 24/7 availability

For Staff: Reduction in repetitive workload, more time for complex activities

For the Facility: Improved operational efficiency, cost reduction, increased patient satisfaction

Conclusion

The MITICO case demonstrates how conversational artificial intelligence can be successfully applied in the healthcare sector to improve service accessibility and operational efficiency. The chatbot does not replace human interaction, but complements it, handling simpler requests and allowing staff to dedicate themselves to situations requiring human empathy and competence.

Centro Medico Metica continues to evolve MITICO with new features, including:

Integration with the online booking system
Automatic reminders for appointments and exam preparations
Post-visit feedback collection
Support for managing digital reports

This project represents a concrete example of how AI technology can make healthcare more accessible, efficient, and patient-oriented.

AI chatbot to improve Healthcare

AI Solution for Healthcare. The AMAZING case of Metica.