CUSTOMER SUPPORT IN HEALTHCARE · Askly Case Study · 2025
AI customer support in healthcare is proving to be the missing piece for providers struggling with patient communication — and Confido’s results show exactly why. Healthcare providers face a quiet crisis: websites packed with information, yet patients still can’t find answers fast enough. Confido, one of Estonia’s most recognized private healthcare providers, found a way to fix this. After implementing Askly’s AI assistant, 72% of all patient inquiries are now resolved automatically, around the clock, with no human intervention needed.
The Challenge: Repetitive Questions Were Crowding Out Real Care
Confido’s website covers a broad range of services, from specialist appointments to the new Digital Clinic. But navigating to the right service took effort — and when patients couldn’t find what they needed quickly, they called.
Every call meant a trained team member stepping away from more meaningful work to answer a question that hadn’t changed in months. Led by Ene Nuut, the support team was spending hours each week answering the same predictable questions in Estonian, Russian, and English, while more complex patient needs waited in the queue.
Three specific problems stacked up:
- Repetitive baseline questions dominated the queue. The same questions arrived daily about appointments, services, and the Digital Clinic — questions a well-trained system could handle without human input.
- Multilingual demand added cost and complexity. Patients write in Estonian, Russian, and English. Delivering consistent, accurate answers in all three languages manually is slow and expensive.
- Peak-hour gaps. Patients don’t only need answers during office hours. After-hours inquiries went unanswered until the next morning — a frustrating experience for patients and a missed opportunity for trust-building.
The Solution: AI Customer Support That Knows When to Step Back
Askly’s AI assistant was configured to guide patients through Confido’s services and introduce the Digital Clinic — handling the questions that follow predictable patterns. A clear decision layer separates inquiry types:
- AI handles functional support — factual, repeating questions like how to book an appointment, what services are available, or how to access the Digital Clinic. These are resolved in seconds, 24/7, in the patient’s own language.
- Human agents handle sensitive support — situations involving trust, emotional nuance, or medical complexity, where a personal touch is irreplaceable.
Ene Nuut led the rollout without the team losing control. Topics can be added or adjusted at any time directly through Askly, and changes go live within seconds. The AI responds in the patient’s chosen language automatically, and any conversation handed off to the human team arrives already translated in real time.
This same setup is used by Tartu University Hospital and other healthcare providers on the Askly platform.
“We helped the Confido team build a balanced system, where people do what machines still can’t, and the machine does what it already does well.”
— Askly Team
The Results: 72% Automated, 28% Human — By Design
The outcome isn’t a compromise. It’s the right division of work.
AI-resolved inquiries
72%
Human-handled
28%
Languages supported
3
Availability
24/7
The 72% automation rate means the Confido team now focuses almost entirely on conversations that genuinely require human judgment. Response times have dropped. Team capacity has expanded — without adding headcount.
In healthcare, where trust is the foundation of every patient relationship, this balance matters enormously. Technology handles speed and scale; people handle connection and care.
Why AI Customer Support Works in Healthcare
There’s a misconception that AI and healthcare don’t mix — that patients always want to speak to a person. The reality is more nuanced.
Patients don’t want to wait. When they need to know if a specialist is available on a Tuesday, or how to access the Digital Clinic, they want that answer in ten seconds, not the next morning.
AI customer support in healthcare works because most patient inquiries are informational, not emotional. When the system is trained correctly — knowing which questions to answer and when to hand off — it builds trust rather than eroding it.
Confido is proof that using AI where it excels, and people where they’re irreplaceable, is not just cost-effective. It’s better care.
Does Your Patient Support Team Spend Most of Its Time on Questions That Could Be Answered in Seconds?
Askly already supports 500+ Estonian companies, including Klick, Bauhof, Goldtime, ON24, Puumarket, Amserv, Confido, Tartu University Hospital, Partnerkaart, Tez Tour, and many more.
The platform blends AI automation with a human inbox — multilingual, real-time, and built for teams that care about both efficiency and patient experience.
Ready to Make Your Patient Support More Efficient?
Askly blends AI and human support — faster responses, lower costs, and patients who get answers when they need them.
Start your free trial or book a 30-minute demo and let’s talk about what Askly can do for your healthcare team.
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