Duration: 1st August 2025 – 22nd February 2026
Governed by: M.I.C.E Labs & Sir J.J Hospital
Implemented by: BeyondChats
Funded by: Malpani Ventures
Summary
Between August’2025 and February’2026 (6.5 months), an AI-powered digital helpdesk chatbot was deployed at Sir J.J. Hospital to assist patients, attendants, and prospective students with hospital navigation, OPD information, and admissions-related queries.
During the pilot period:
- 25,000+ patient & student queries were successfully addressed by the AI chatbot
- 380+ locations (OPDs, toilets, Xerox, eateries, etc.) across the hospital were mapped by BeyondChats team
- Several awareness campaigns were launched to onboard nurses, security staff, doctors and patients.
The pilot demonstrated strong operational value in navigation assistance and admissions clarity. But considering the scale at which the hospital operates, adoption was moderate.
Pain Points (Pre-Pilot Challenges)
A. Navigation Burden
- Every day, valuable staff time was consumed answering repetitive queries:
- Where is OPD?
- How to get Yellow Fever Vaccine?
- Where is ladies’ washroom?
- What is the timing of Ortho OPD?
- First-time visitors felt confused navigating the large campus and its facilities.
B. Admissions & Documentation Confusion
- Patients were unaware of required documents for availing Government benefits.
- Students had limited clarity regarding:
- Admission process
- Course structure
- Selection process
C. Repeated Physical Visits
Lack of structured information access resulted in multiple hospital visits due to incomplete documentation and unclear guidance.
3. Pilot Objectives
- Enable patients and visitors to independently navigate the campus.
- Provide structured information for OPDs, admissions, and hospital facilities.
- Establish a visible digital helpdesk system across campus.
- Reduce routine information load on hospital staff.
4. Implementation Overview
A. Infrastructure
- 380+ locations were mapped across the campus:
- Main Hospital Building
- New Administrative Building
- Balaram Building
- Nearby pharmacies
- Toilets, eateries, Xerox facilities
- Etc.
- Chatbot integrated on the official hospital website.
- QR-code based access via physical standees, posters placed at high-footfall areas.
5. Usage Metrics
A. Adoption & Access
- 3,870 confirmed QR scans
- 1,350+ patients and attendants guided during awareness drives
B. Query Volume Handle
| Category | Queries Handled |
| Navigation & Directions | 13,810 |
| Admissions (MBBS, Paramedical, B.Sc.) | 9,386 |
| OPD & Patient Support | 1,907+ |
| Total Queries | 25,000+ |
The majority of queries were repetitive navigation and admissions-related, indicating high operational relevance.
Click here to view Video Feedbacks of patients
C. Patient Queries handled month-o-month
| Aug’25 | Sep’25 | Oct’25 | Nov’25 | Dec’25 | Jan’26 |
| 2,150+ | 3,420+ | 1,820+ | 3,800+ | 4,700+ | 5,400+ |
6. Operational Impact
A. Staff Burden Reduction
Hospital Staff could focus on treatment and patient care instead of constantly getting interrupted by patients for their routine queries.
B. Improved First-Time Visitor Confidence
Patients were able to:
- Locate departments independently
- Access OPD information faster
- Understand admissions requirements more clearly
C. Structured Information Delivery
Instead of informal verbal instructions, patients received consistent, structured responses.
7. Demographic Interaction Insights
| Age Group | Observed Behavior |
| <20 yrs | Low independent use |
| 18–30 yrs | High adoption and positive feedback |
| 30–45 yrs | Active usage with guidance |
| 45–60 yrs | Preferred verbal support; used chatbot when assisted |
| 60+ yrs | Relied on attendants |
Key Insight: Digital adoption increases significantly when assisted onboarding is provided.
On-ground awareness campaign to promote AI Chatbot installed on official website of Sir J.J Hospital.
B. Query Volume Handled
| Category | Queries Handled |
| Navigation & Directions | 13,810 |
| Admissions (MBBS, Paramedical, B.Sc.) | 9,386 |
| OPD & Patient Support | 1,907+ |
| Total Queries | 25,000+ |
The majority of queries were repetitive navigation and admissions-related, indicating high operational relevance.
Click here to view Video Feedbacks of patients
C. Patient Queries handled month-o-month
| Aug’25 | Sep’25 | Oct’25 | Nov’25 | Dec’25 | Jan’26 |
| 2,150+ | 3,420+ | 1,820+ | 3,800+ | 4,700+ | 5,400+ |
6. Operational Impact
A. Staff Burden Reduction
Hospital Staff could focus on treatment and patient care instead of constantly getting interrupted by patients for their routine queries.
B. Improved First-Time Visitor Confidence
Patients were able to:
- Locate departments independently
- Access OPD information faster
- Understand admissions requirements more clearly
C. Structured Information Delivery
Instead of informal verbal instructions, patients received consistent, structured responses.
7. Demographic Interaction Insights
| Age Group | Observed Behavior |
| <20 yrs | Low independent use |
| 18–30 yrs | High adoption and positive feedback |
| 30–45 yrs | Active usage with guidance |
| 45–60 yrs | Preferred verbal support; used chatbot when assisted |
| 60+ yrs | Relied on attendants |
Key Insight: Digital adoption increases significantly when assisted onboarding is provided.
10. Future Prospects & Strategic Recommendations
While this initiative has already led a significant impact in the lives of people coming to GMCJJH, with increased support and collaboration, we can increase the benefits received by staff, patients and students severalfold.
To maximize impact, we recommend the following changes:
1. Assign Department-Level Ownership
Designate department coordinators responsible for information accuracy oversight.
2. Improve Multilingual & Voice Chatbot capabilities
Marathi + Hindi expansion would significantly improve senior citizen adoption.
3. Reduce Approval Bottlenecks
Excessive approval cycles for every minor change slowed progress significantly. No direct access to students or faculty for adoption and feedback led to even slower improvement cycles. Pre approvals in these regards will significantly improve our ability to drive exponential impact
4. Deeper Integration with Partners
Integrations with DMER Portal & HMIS system can help provide much more accurate support to patients related to their treatments.
These upgrades can help increase our reach and impact to over 50,000+ query resolutions every month.
Even if we don’t make these improvements, we can still expect decent consistent impact as awareness about AI and technology increases in the masses.
