(Dr. Malpani’s case study)
In IVF clinics, a common challenge shows up every day. Many patients walk in feeling confused. They are unsure about their options, unclear about their reports, and not ready to take a decision. Doctors spend time explaining basics, even though only a small number of these patients are actually prepared to move forward.
This does not happen because doctors lack time or care. It happens because patients arrive without clarity.
For a long time, this was the situation at Dr. Malpani’s clinic as well. Patients came with questions that had already been answered, but they did not know where to look or how to make sense of the information before their visit.
This gap between information available and clarity achieved was the real problem.
Problems faced by Dr. Aniruddha Malpani
Dr. Aniruddha Malpani, an IVF specialist based in Mumbai, has always believed that patients deserve clear and honest information. For years, he has written blogs to explain infertility, IVF treatments, test results, and common doubts that patients carry with them. These blogs were meant to help patients feel informed and less anxious, even before they walked into the clinic.
Over time, his website became rich with content. There were hundreds of blogs answering real patient questions. Almost everything a patient wanted to know was already there.
But something wasn’t working.
Patients were still coming to the clinic and asking the same basic questions. Questions that were already explained on the website. Questions that Dr. Malpani had written about in detail.
The problem was not lack of information. The problem was patients couldn’t find the right information when they needed it. That gap is what started this journey.
Patient history was taking up too much consultation time
Another issue became clear during regular consultations.
A lot of time was spent understanding the patient’s background. Doctors had to ask about past treatments, reports, failed cycles, medications, and timelines before they could even begin addressing the real concerns. While collecting patient history is important, but collecting it during the consultation takes time. Patients also tend to forget details or explain things out of order, especially when they are nervous.
The chatbot made it possible to change this flow.
Before meeting the doctor, patients could share their history in a guided and conversational way. They could mention previous IVF attempts, test results, medications, and concerns at their own pace, without feeling rushed.
This helped in two ways.
First, patients felt heard even before the appointment. They did not have to compress their story into a few minutes or worry about missing something important.
Second, the doctor walked into the consultation with context. Instead of starting from scratch, the discussion could focus on decision-making, next steps, and addressing deeper concerns.
The chatbot did not replace the consultation. It prepared both the patient and the doctor for a more meaningful one.
How BeyondChats Helped Dr. Malpani
BeyondChats was designed to support real patient behaviour, especially in high-stress and high-ticket medical decisions.
The chatbot helps patients in multiple ways.
- It supports multiple languages, allowing patients from different countries and backgrounds to ask questions in their own language. This is especially useful for international patients and non-English speakers.
- It understands patient intent. Instead of giving generic replies, the chatbot identifies whether a patient is looking for information, reassurance, treatment options, or next steps, and responds accordingly.
- It guides patients to the right content written by Dr. Malpani, helping them understand their situation before they meet the doctor.
- It also helps collect structured patient history, making consultations more focused and efficient.
Most importantly, it stays available. Patients can return to the website multiple times during their decision journey and continue the conversation where they left off.
Why This Matters for High-Ticket IVF Clinics
IVF is not a quick or impulsive decision. It is expensive, emotional, and often stretched over months. Patients take time to think, read, pause, discuss with family, and then come back with new questions. High-ticket clinics see this pattern clearly. The same patient may visit the website many times before booking a consultation. Each visit would be part of a much longer decision cycle.
If patients feel confused or overwhelmed, they delay decisions or look elsewhere. If they feel guided and informed, they move forward with more confidence.
Beyondchats reduced uncertainty for patients and reduced repetitive work for the clinic.
Instead of answering the same basic questions again and again, the clinic could focus on patients who were better informed and more prepared for meaningful conversations.
For high-ticket IVF clinics, this shift is important. It allows doctors to protect their time while still giving patients the clarity and reassurance they need before deciding to get treatment.
What Changed After Integrating AI Chatbot
After the chatbot was introduced, the change was visible in daily consultations.
Patients arrived with better clarity. Many had already read relevant explanations through the chatbot and understood their reports at a basic level. Consultations moved faster toward discussing options and next steps. Patient history was easier to review since key details were already available.
The website stopped being just an information source. It became part of the patient’s decision journey. By adding a conversational layer to the website, patients could prepare themselves before meeting the doctor, and doctors could focus on decision-making instead of repetition.
This approach did not replace human care.
It supported it. And that support made consultations more focused, meaningful, and effective.
