Next time that you call Hospital da Luz or LUZ 24, don’t be surprised if you are answered by our new digital assistant. Please, answer in a natural way and without pause to the questions she poses in order to refer your request. The digital assistant will reinforce the call service in Hospital da Luz network and improve the service provided to clients. This solution will be implemented in our unique national number (217 104 400) and on LUZ 24 (217 104 424) – both landlines. What is the digital assistant and how does it work: This is a digital solution that answers automatically by voice to the requests of clients. It is available in Portuguese and English , to serve clients during the opening hours in effect in the hospitals and clinics of Hospital da Luz network. The goal is to reduce the waiting time and give our teams the ability to answer all calls. This way, we will be able to improve access and enhance our clients’ experience. When answered by the digital assistant, clients should speak naturally and without pause. Whenever necessary , the call will be forwarded to a technician of customer service. The digital assistant is always an advantage : if she “understands” and is able to answer the client’s request, she will do it automatically; otherwise, she will transfer the call to a technician of customer service, whilst giving him the context. She behaves as a technician of customer service, requesting identification details and validating them to pursue with the request of the client. Over time, the digital assistant will become more and more proficient at responding the requests, since she will accumulate data and experience . We recall that, besides the national unique number, the clients of Hospital da Luz network can always count on our sites and on MY LUZ app with a specific area – Client Support –, where they can find answer to the most frequent doubts and questions concerning the services provided.
