CloudMile helps Regal Prosthesis to build a new level of customer care with AI
Established in 1995, Regal Prosthesis is a Hong Kong-based manufacturer and supplier of quality prostheses, orthoses, and rehabilitation products to customers across the world. The company puts an extremely high emphasis on innovation, product quality, and customer-service. Made mostly for cosmetic purposes, its silicone prosthesis products include many customizable features.
Since every prosthesis product has an optional feature of custom-made, the process requires a high level of communication between prosthetists and customers. Producing the prosthesis is a complex and deeply personal process, involving evaluating patients’ needs, selecting the right product, and gathering detailed measurement data to make sure the product is the perfect fit for the customer.
Because Regal Prosthesis services customers worldwide, they must rely heavily on email, phone, or video calls to gather information from patients, which prompted the company to seek out technological ways to improve the quality and efficiency of their customer service.
An AI-enabled chatbot to automate customer service
To optimize Regal Prosthesis’ customer service, CloudMile recommended that the company adopt a chatbot solution to automate the question answering process and directly provide recommendations to customers.
The chatbot now allows customers to input the details and requirements for a semi-customized product order. The AI algorithm behind the chatbot then processes the input and offers personalized product recommendations to address the patient’s specific needs. Powered by machine learning, the chatbot application is designed to evolve over time to provide increasingly accurate recommendations.
CloudMile helped to fully integrate the chatbot into Regal Prosthesis’ front-end applications to enable easy access by customers.
Implementation
CloudMile and Regal Prosthesis kicked off the chatbot product in mid-2020, which posed a wide array of communication and implementation-related challenges due to the COVID-19 lockdowns going on at the time. CloudMile also had to make sure the chatbot could provide nuanced recommendations based on the many combinations of factors involved, such as what products fit which medical conditions.
CloudMile recommended that Regal Prosthesis start by building a simple logic for the chatbot in the first phase to ensure that it was easy-to-use for prosthetists. To make the process even more efficient, the chatbot shows diagrams to prosthetists so that they can visually match products to the patient’s condition. After thorough testing, the chatbot was launched in early 2022.
The Results
As planned, the chatbot now provides 24/7 customer services and instant responses to prosthetists’ enquiries, supporting them to answer patients’ questions in a fast and efficient manner. The service has helped to greatly improve the customer experience and streamline the ordering process.
The chatbot has also made Regal Prosthesis a pioneer in the industry as one of the first manufacturers to launch this kind of interactive service. And the company has developed YouTube videos along with other digital education content to integrate into the chatbot service to educate customers on how to best use the latest technologies.
For the future, Regal Prosthesis hopes to increase customer usage along with the number of orders being placed directly via the chatbot. The company said that its ultimate goal was for the AI to evolve into being able to recognize photos uploaded by the patient or the prosthetists and provide recommendations based on the images.
