Centro Dermatologia MySkin
Tiggiano, Lecce
The Tiggiano multi-specialty clinic transforms patient management across voice, WhatsApp, and web chatbot with Virtual Reception
Serving patients at Centro Dermatologia MySkin
Centro Dermatologia MySkin is a leading specialist medical polyclinic in Tiggiano (Lecce). The facility is a center of excellence dedicated to diagnosing and treating dermatological conditions, alongside advanced aesthetic medicine, aesthetic surgery, and plastic and reconstructive surgery. A forward-looking center that puts patient health and wellbeing at the heart of the care pathway.
The challenge: the phone bottleneck and endless callbacks
In a high-level specialist center, contact requests are continuous and often urgent. Before adopting the new technology, communication management was a major pain point: phone lines were frequently busy during call peaks, leaving patients unanswered and creating frustration.
This translated into heavy stress for the front desk, forced every day to spend precious hours on callback activity to recontact every missed patient — taking time and energy away from in-person reception and direct support at check-in.
The solution: efficiency across 3 channels with artificial intelligence
To permanently overcome the structural limits of a traditional switchboard, Centro Dermatologia MySkin integrated healthcare Virtual Reception powered by artificial intelligence. The new system fitted into existing workflows, delivering efficient, reliable communication management through three key capabilities:
- 24/7 omnichannel availability: the AI is constantly active on three complementary channels (voice, WhatsApp, and web chatbot), giving patients timely answers at any time of day — including holidays.
- Simultaneous handling with no queues: the system intercepts and manages an unlimited number of requests in parallel; no one hits a busy signal or sits through long phone waits anymore.
- Administrative workload optimization: by filtering, qualifying, and routing requests in real time, the system frees staff from having to call dozens of patients back, so the team can focus on higher-value activities on site.
Impact on the numbers: volumes handled and conversions
Integrating the system delivered measurable results from day one, clearly improving patient experience and internal efficiency. Traffic volumes handled by the AI confirm the multichannel strategy works:
- 150–200 calls handled every month: the system successfully absorbs the main inbound phone traffic, eliminating empty calls.
- Over 65 written interactions per month: the AI simultaneously processes 40 web-chat requests and about 25 WhatsApp conversations, diversifying contact points.
- 19% conversion rate: nearly one in five requests turns into a booking request, showing how smoothly the AI-guided pathway works.
Conclusions and next steps
The success of this first implementation phase permanently solved accessibility to the center, laying solid foundations for an even more ambitious evolution.
Next technology steps include full integration of the AI system with the practice management software and the medical center's calendar. That advance will let Virtual Reception not only capture requests, but finalize automatic appointment booking fully autonomously — closing the digital reception loop and giving patients immediate, frictionless booking.
The feedback is positive and, after the initial training, the Virtual Reception performs adequately.
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