USI: Redefining the patient experience with WhatsApp chatbot  

94%

CSAT score

54%

reduction in agent workload

6,197

patient conversations handled in just 3 months

U.S.I. logo displayed in bold, italicized lowercase letters with a small registered trademark symbol
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CHALLENGE

Automating the patient journey without losing the human touch

For nearly seven decades, Gruppo USI has been a leader in private healthcare in Rome, Italy, seamlessly integrated with the National Health Service. With approximately 40 centers across Lazio and Tuscany, the organization built its reputation on providing comprehensive diagnostic and specialist services, always placing the human side of healthcare at the heart of everything they do. 

However, their communication channels were overwhelmed by demand, phones rang nonstop, emails piled up, and the website’s live chat couldn’t keep up with incoming inquiries. Patients were left waiting, staff were under pressure, and the human touch Gruppo USI values so deeply began to fade. 

Our staff was drowning in requests. We knew we needed to find a way to maintain the quality of care our patients expect, while also giving our team room to breathe.

A young woman with brown hair wearing a dark gray sweater and white pants crouches on a grassy area, smiling at the camera while holding a small sign that reads “Adozione Area Verde U.S.I.” in green letters. Cars are visible in the background.

Eleonora Sperone

Head of Communication and Marketing

Gruppo USI knew that they needed to scale personal, responsive communication without sacrificing the human touch, while ensuring that introducing automated CX wouldn’t compromise patient safety. They were determined to reduce staff workload while improving patient experience.

SOLUTION

A patient-first channel, thoughtfully automated

When Gruppo USI approached Infobip, they had a clear vision: to meet patients where they already are, on the channels they trust every day. The foundation of their new communication strategy became WhatsApp Business, supported by SMS for appointment confirmations, our chatbot building platform to handle routine inquiries, and our cloud contact center to ensure seamless handoffs to human agents when needed.

While Gruppo USI continues to manage patient records in their existing CRM system, our conversational platform serves as the unified communication layer, ensuring every patient interaction is tracked and accessible across all channels.   

Crucially, all automated responses were carefully reviewed and approved internally to ensure accuracy and alignment with Gruppo USI’s commitment to patient well-being. Unlike their previous website chatbot, which was unable to handle patient volume, WhatsApp offered a familiar, persistent conversation thread that patients already use every day.

Infobip’s team didn’t just hand us a platform and walk away. They were with us in every step of the way, understanding our concerns, adapting to our needs, and helping us optimize every aspect of our patients communication.

A young woman with brown hair wearing a dark gray sweater and white pants crouches on a grassy area, smiling at the camera while holding a small sign that reads “Adozione Area Verde U.S.I.” in green letters. Cars are visible in the background.

Eleonora Sperone

Head of Communication and Marketing

Gruppo USI took a measured approach through gradual implementation, starting with internal testing before opening the channel to patients. Over two months, Gruppo USI’s marketing team, communication office, and IT department worked closely with our CX consultants to ensure every response was accurate, every workflow was smooth, and every interaction reflected their commitment to quality care.

The patient journey now begins the moment someone clicks the WhatsApp button on their website, instantly opening a familiar chat interface. A patient might message: “How do I book a blood test in Rome?” or “What documents do I need for my ultrasound?”.

Smartphone screen showing a chat with USI–Unione Sanitaria Internazionale, where a user asks what documents are needed for an ultrasound, and the assistant lists the required documents.
Smartphone chat with USI–Unione Sanitaria Internazionale where a user asks for the working hours of the Rome Cinecittà center, and the assistant provides the address and opening hours

Instantly, our chatbot replies with a verified, location-specific response. No waiting, no confusion. If the question is more complex, like rescheduling due to a medical issue, the conversation is routed through Conversations and redirected to a staff member that is able to see the full message history in order to respond personally, without the need for patients to repeat themselves. For staff, this means no more juggling disconnected emails or missed calls: just one clear, organized inbox.

Meanwhile, once an appointment is confirmed, SMS delivers a simple, timely reminder, reducing no-shows while keeping the primary dialogue on WhatsApp. 

To keep responses fast and consistent, Gruppo USI automated replies to the most common patient questions: opening hours, locations, booking procedures, required documents, and test report collection. These preset messages, delivered instantly via WhatsApp, ensure every patient gets the same accurate information, while staff can focus on complex or sensitive requests that need a human touch.

Gruppo USI also maintained a consistent yet personalized approach across all 40 of their healthcare centers. The tone remains professional and caring throughout, but each location’s specific details (like hours, addresses, services) are automatically personalized. While these interactions might be standardized, they feel personal and conversational to patients.

RESULT

94% satisfaction thanks to care that scales with compassion 

Since partnering with Infobip, Gruppo USI has dramatically improved patient access, reduced administrative burden, and delivered consistent, high-quality communication, without expanding its support team.  

In just three months, the platform handled 6,197 patient sessions, with chatbots reducing agent workload by 54% through instant, verified responses. When human support was needed, staff intervened quickly; most assisted sessions lasted just around 1 minute, compared to wait times that previously stretched up to 10 minutes.

The impact is clear in both operations and experience: call volumes dropped by 50%, freeing clinical and administrative staff to focus on complex, high-value interactions. Meanwhile, chat interactions grew steadily, reflecting patients’ preference for a channel that’s familiar, immediate, and available 24/7.


This shift is validated by results: a 94% patient satisfaction score. The steady rise shows that patients aren’t just using the channel. They’re trusting it.

Gruppo USI has shown what’s possible when healthcare providers embrace conversational technology thoughtfully and strategically. By automating routine interactions, they’ve freed their teams to focus on what truly matters: moments of care, expertise, and human connection that make a real difference.

With their current solutions now operating smoothly, Gruppo USI is moving towards fully personalized patient care. They’re implementing Infobip’s Customer Engagement Solution for targeted campaigns and migrating their patient data to our Customer Data Platform. This shift from their current system to a unified customer data platform will enable more personalized, timely communication and smarter, coordinated engagement across channels.

Technology shouldn’t replace care. It should make care more human. With Infobip, we’ve reduced wait times and administrative pressure without ever compromising accuracy or empathy. Every message, every reply, every interaction still carries the same respect and attention we’ve always given our patients in person. That’s not just efficiency, that’s dignity in communication.

A young woman with brown hair wearing a dark gray sweater and white pants crouches on a grassy area, smiling at the camera while holding a small sign that reads “Adozione Area Verde U.S.I.” in green letters. Cars are visible in the background.

Eleonora Sperone

Head of Communication and Marketing

COMPANY PROFILE

Gruppo USI is an Italian healthcare group offering advanced diagnostics, clinical analyses, physiotherapy, and specialist medicine across Lazio and Tuscany. All centers are accredited with the National Health Service (NHS) and supported by leading insurance partners. With ISO-certified quality systems and continuous peer review, USI ensures precision, safety, and reliability. Gruppo USI is equally committed to sustainability and social responsibility, supporting nonprofit initiatives in the health sector.