Faster answers, stronger care, 24/7

Most healthcare websites have a lot of information — and yet patients still can’t find what they need. Confido is one of Estonia’s most recognized private healthcare providers, helping patients book appointments, navigate services, and access the new Digital Clinic, often after hours and in multiple languages. The team, led by Ene Nuut, realized that predictable, repeating questions were taking up time that trained staff could spend elsewhere. They decided to try Askly.

The Challenge: Finding the Right Service Takes Too Long

Confido’s website covers a wide range of services, but navigating to the right one takes effort. Patients leave and call when they don’t get a fast answer, and every call pulls a team member away from more meaningful work.

Repetitive baseline questions were piling up. The team wanted to focus on complex situations, not answer the same questions again and again.

Language added another layer of difficulty. Patients write in Estonian, Russian, and English. Delivering fast, accurate support in all three languages, manually, is expensive and slow.

The Solution: An AI Assistant That Guides Patients to the Right Place

Askly’s AI assistant was set up to introduce Confido’s services and walk patients through the Digital Clinic. A decision engine separates simple, predictable questions from more complex ones. AI handles the first group on its own. The human team steps in where a personal touch matters.

Ene Nuut led this change without the team losing control. The setup works the same way it does for other Askly customers, including Tartu University Hospital. The team adds topics whenever they want, shaping exactly what the AI says to patients.

At Askly, we believe that using a person where AI can do the job faster and just as well is a management mistake. And making a patient wait for an answer is equally wrong.

Customer support comes in two forms: Functional support covers facts, for example: “I forgot my password” or “How do I change the billing email?” Handling these with human staff is slow and expensive.

AI wins every time in fact-based customer support.

Sensitive support involves emotional connection, where patient trust and company reputation are both at stake. That’s where people are irreplaceable.

AI already tells these two apart remarkably well.

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.

Practical Steps

• Confido started by mapping the topics AI was allowed to handle.
• We built the guidance layer, teaching the AI how to direct patients and lead them to the right service.
• AI responses sound human. The team can edit them through Askly, and changes go live within seconds.
• The AI always responds in the patient’s chosen language. Conversations passed to the team are translated in real time.

Results: AI Resolves 72%, the Team Manages 28%

The numbers speak clearly. AI fully handles 72% of all conversations, while the team manages the remaining 28%. This is not a compromise. It is exactly the right division of work.

Confido shows what it looks like when AI and a human team genuinely work together. In healthcare, trust is the foundation of everything.

Use technology where it is effective, so your people can be where they are truly needed.

“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

Is your support team spending its best hours on questions a well-trained AI could handle in seconds?

Chatbots actually work, for both customers and businesses. We see it every day.

Askly already supports 500+ Estonian companies, including: Klick, Bauhof, Goldtime, ON24, Puumarket, Amserv, and many service providers such as Confido, Tartu University Hospital, Partnerkaart, Tez Tour, and more.

Use technology where it is effective, so your people can be irreplaceable where they are.

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