The Challenge
SGP Healthcare relied on a telephony system as the primary channel to engage patients across many touchpoints — new appointments, general information, billing queries, insurance questions and more.
- Human-intensive model drove up operational costs
- Limited clinic hours capped patient-engagement windows
- Wait times eroded the patient experience
SGP needed a scalable, always-on engagement layer that could absorb routine patient enquiries — and free clinic staff for higher-value care.
The Solution. SGP Virtual Agent.
The SGP Virtual Agent is a patient-engagement conversational bot built on Google Dialogflow and ConverX Messenger, designed as a primary channel for standard patient needs — appointments, general enquiries, billing — with a faster, friendlier, 24/7 experience.
Appointment Self-Serve
Patients book, check and manage appointments through guided conversation.
Billing & General Enquiries
Instant answers to high-volume questions — billing, insurance and clinic information.
Real-Time Information
Delivered through a single conversational interface integrated into the SGP website.
The Results
Patients are engaged 24/7 with no wait times. Routine information is delivered in real time by the chatbot — without significant IT investment — saving clinic personnel time and lifting team productivity. A complete serverless architecture on Google Cloud, plus seamless website integration with ConverX Messenger, accelerated time-to-market.