About
JEC Eye Hospitals & Clinics is a network of eye hospitals and clinics with multi-subspecialty services, from cataract, LASIK, and SMILE to retina and glaucoma. With 16 locations across Indonesia and almost 100,000 patients every month, JEC serves patients at a large and growing scale.
Behind the high demand for eye care, JEC had to keep the patient experience high while it controlled operating costs. Patient complaints about how hard it was to reach the hospital, long phone queues, and inconsistent answers showed that frontline service needed a new approach. JEC looked for a solution that could improve response quality without a continuous increase in team capacity and operating costs.
Challenge
Patients Found the Service Hard to Reach
Patients said it was difficult to reach JEC by phone or to get relevant answers through chat. Their needs were not met well.
Phone Queues Kept Getting Longer
A high volume of calls, from questions about services to requests for doctor appointments, made it hard for the frontline team to respond to every patient quickly.
Inconsistent Information and Answers
Each branch gave different information and answered in a different way, so the service experience was not uniform. JEC needed a central system to keep the information consistent.
The main difficulty was at the front door. If we add people to the frontline team, operating costs will definitely go up.
Solution
Before Halo AI, JEC tried several solutions for its patient service challenges. But those solutions did not fully meet the needs of patients and doctors, especially in giving relevant and consistent answers.
With Halo AI's Agentic AI, JEC started to automate patient interactions that used to take up the human team's time. This approach helps JEC give more consistent responses, handle a high volume of questions, and monitor interactions so the team can step in when a patient needs human attention, especially for questions that lead into medical topics.
The rollout was gradual, to keep a balance between the quality of the patient experience and operational efficiency.
Impact
75% Fewer Phone Calls
In one month of gradual rollout, the share of phone calls dropped from 90% to about 25%.
3,800 Work Hours per Month Handled by AI
Halo AI handles patient interactions that used to take up the human team's time.
Equal to the Capacity of 20 Employees
The time saved helps JEC optimize team capacity and operating costs.
For JEC, Halo AI is about more than automated conversations. It is a step toward patient service that is more responsive and consistent, while operations stay efficient as patient demand grows.
