Give Fortis an agentic patient-access layer — appointment booking and reminders, cashless-insurance guidance, diagnostics report and follow-up conversations — raising utilization and patient experience across its network without expanding call-center headcount.
Among India's largest private hospital networks (~28 hospitals, ~4,500+ beds) with majority ownership by Malaysia's IHH Healthcare; also operates Agilus (formerly SRL) diagnostics at national scale.
Public factMetro-market competition (Apollo, Max, Manipal) is fought on patient experience and specialist access as much as clinical outcomes.
Public factAppointment lines at large hospitals queue at peak hours; abandoned booking calls are lost OPD revenue and leaked patients.
Reasoned inferenceCashless-insurance and TPA pre-authorization questions likely dominate front-desk and phone volume around admissions — anxious, repetitive, and guidance-hungry conversations.
Reasoned inferenceDiagnostics (Agilus) generates enormous report-status and preparation-instruction volume that is operationally separable and automation-friendly.
Reasoned inferenceValidate with the account team before outreach: HIS/scheduling system landscape and API readiness across hospitals · Where insurance-desk query volume actually concentrates and TPA-system integrability · IHH group technology governance and whether a network standard is being set regionally
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: Hospital chains buy clinical and operational technology; Fortis's digital estate is vendor-delivered, and IHH group practice is standardizing bought platforms across markets rather than building software.
Why they won't build the full stack: No hospital network builds conversational AI stacks; clinical-governance overhead alone dictates a packaged, auditable platform with enforced clinical-escalation boundaries.
Management commentary emphasizes occupancy improvement, payor-mix optimization, and Agilus turnaround as value drivers
GTM implication: OPD funnel efficiency and diagnostics experience automation land directly on the occupancy and Agilus narratives
Continued brownfield bed additions and digital-experience investment discussed in investor material
GTM implication: New capacity needs demand-side conversion machinery — the patient-access layer is that machinery
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Appointment booking, reminders & reschedule Any-hour booking in the patient's language with smart reminders and one-tap reschedule; no-show rates measured per specialty. | OPD is the network's demand engine; every abandoned call or no-show is lost utilization across expensive specialist capacity. Friction today: Peak-hour phone queues; manual slot lookup; no-shows unmanaged; reschedules restart the whole process. | VoiceWhatsAppWeb chat | |||
Cashless-insurance & admission guidance Guided insurance conversations: empanelment checks, document checklists, and proactive pre-auth status; desks handle exceptions. | Insurance confusion at admission is the worst-moment experience and a discharge-delay driver. Friction today: Patients call and queue to ask TPA, coverage, and document questions; answers vary by desk staff; pre-auth status is opaque. | WhatsAppVoice | |||
Diagnostics reports & follow-up (Agilus) Proactive report-ready notifications, guided prep instructions, and follow-up appointment booking in one thread. | Report-status calls and collection-prep questions form high-frequency, low-complexity volume across the diagnostics network. Friction today: Patients call labs for status; prep instructions are miscommunicated causing repeat visits. | WhatsAppVoiceSMS |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Fortis Healthcare's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Fortis Healthcare: Two-three workflows (appointments, insurance guidance, diagnostics follow-up) with HIS/RIS integration across voice and WhatsApp — scale scope deployable hospital-cluster by cluster.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Fortis competes on being easy to reach and easy to trust; an agent that answers every appointment and insurance question instantly is patient experience made structural.”
“HIS-grounded conversations replace phone queues without another portal — and Agilus diagnostics can adopt the same layer with a separate, faster integration.”
“No-show reduction and confirmed bookings smooth OPD load; front desks stop answering the same insurance questions and start resolving exceptions.”
“Booking abandonment, no-shows, and insurance-query resolution become measured funnels per hospital — experience managed with numbers.”
“DPDP-conformant consent and data handling with full logging; clinical questions always route to qualified staff — the boundary is enforced by design.”
“Recovered no-show slots and deflected calls are directly monetizable; pilot on one hospital cluster proves the utilization math before network rollout.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
IHH-backed national hospital chain (~28 hospitals, plus Agilus diagnostics) competing on service experience in metro markets — appointment, insurance-desk, and diagnostics conversations at volume, with international-patient and multi-city coordination layered on top.
Cluster pilot: conversational booking, reminders, and insurance guidance at two NCR hospitals for 90 days, measured on no-show rate, booking abandonment, and desk-query deflection.
Entry: Appointment booking, reminders & no-show reduction · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.