MedixPlus Clinics

Overview

MedixPlus Clinics, a growing network of private healthcare facilities across Austria, faced a common yet critical challenge: over 60% of incoming calls were being missed—particularly during evenings and weekends. This not only resulted in lost appointment bookings but also increased frustration among patients who couldn’t get timely information or support.

With patient satisfaction and operational efficiency on the line, MedixPlus turned to Quark Digi to modernize its communication strategy through AI. The goal was clear: introduce an intelligent, always-available system to automate patient interactions without compromising care quality or trust.

🎯 The Challenge

• Missed Opportunities: High volume of missed calls outside working hours
• Limited Staff Availability: Support team was overloaded with repetitive queries
• Inconsistent Response Times: Manual responses led to long delays in booking or rescheduling appointments
• No Unified Communication System: Website chat, phone, and WhatsApp operated in silos

These issues not only affected internal efficiency but also threatened to damage the clinic’s reputation for responsive, patient-centered care.

🤖 The Solution: Intelligent Voice & Chat Automation

Quark Digi implemented a fully integrated AI-powered communication system that combined both Quark Voice AI and Quark Chat AI—providing a 24/7 virtual assistant capable of engaging with patients across multiple platforms.

💬 Quark Chat AI

• Integrated on the clinic website and WhatsApp
• Personalized chat interactions for appointment booking, FAQs, and treatment details
• Live agent handover for complex or sensitive queries
• Multilingual support (DE/EN/AL) to accommodate diverse patient demographics

☎️ Quark Voice AI

• Answered incoming calls outside clinic hours
• Automated appointment scheduling synced with the clinic’s calendar system
• Provided key information on services, pricing, and availability
• Sentiment analysis triggered alerts for emergency-related or frustrated callers
• Voice-to-text transcripts were auto-sent to staff for follow-up

All systems were securely hosted on GDPR-compliant servers in Germany, and designed to integrate seamlessly with MedixPlus’s existing CRM and patient database.

⚙️ Implementation Highlights

1. Discovery & Strategy Phase
   Conducted a deep dive into MedixPlus’s workflows, patient journey, and support pain points
2. AI Setup & Training
   Custom AI prompts trained on medical terminology, patient intent patterns, and calendar logic
3. 2-Week Pilot Phase
   Live AI rollout with soft testing for low-risk queries and real-time monitoring
4. Full Launch & Optimization
   Weekly reports analyzed AI interactions and continuously improved response flow
5. Ongoing Support
   Quark Digi’s team provided updates, analytics reviews, and training for in-house staff

📈 The Impact

The results were measurable—and transformational:

• ✅ 35% increase in confirmed appointments within the first 60 days
• ✅ 50% reduction in manual support hours, allowing staff to focus on patient care
• ✅ 100% of calls and chats handled 24/7, even during weekends and holidays
• ✅ Improved patient satisfaction and trust, based on post-interaction feedback
• ✅ Seamless communication between voice and chat channels, providing a truly omnichannel experience

🚀 Conclusion

For MedixPlus Clinics, intelligent automation was more than just a digital upgrade—it was a strategic shift toward patient-first operations. With Quark Voice AI and Quark Chat AI, the clinic now offers a more responsive, accessible, and modern experience—one that’s helping set a new standard in Austrian private healthcare.