Remy, the virtual assistant that makes the PCR test process faster.
Remy is REMED Assistance's PCR test virtual assistant, built on CBOT Platform. It lets customers request a PCR test appointment, check an appointment date and learn their results in seconds, on the web and WhatsApp, in English and Russian.
REMED Assistance is an international assistance company, founded in 1993, that serves clients from many sectors in Turkey and around the world. Through alarm centers in Istanbul, Antalya and Cairo, representative offices in Moscow and Bulgaria, and its partners within the International Assistance Group, it delivers technical, medical and travel assistance. Its multilingual case managers handle more than 100,000 cases a year.
During the Covid-19 period, PCR testing became one of the most-used services in day-to-day travel, and for many people requesting a test and getting the results was a slow, unfamiliar process. REMED Assistance wanted to make that easier for its customers, in the most effective and efficient way.
Working with CBOT, REMED built Remy on CBOT Platform: a PCR test virtual assistant that handles appointment requests, appointment inquiries and result information in seconds. It was REMED Assistance's first step into an automated assistance experience, and CBOT took full end-to-end responsibility for the project.
REMED Assistance's case managers handle more than 100,000 cases a year, and after Covid-19 the PCR testing process became one of the most-used services. Requesting a test and learning the results was time consuming and unfamiliar for many customers. REMED wanted to simplify this process and deliver the best assistance experience in the most effective and efficient way.
Multilingual case managers resolve more than 100,000 cases a year; automation was essential to sustain operational excellence.
During the Covid-19 period, PCR testing became one of the most-used services in day-to-day travel.
For many people, requesting a test and getting the result was a slow, unfamiliar process.
An international customer base wanted to run the process in their own language, on a familiar channel.
REMED partnered with CBOT and built Remy on CBOT Platform: a virtual assistant that helps customers with PCR test appointment requests, appointment inquiries and result information. CBOT took full responsibility for the project and, as a WhatsApp Business Solution Provider, integrated Remy into REMED's WhatsApp account as well as its web page.
Through Remy, users can request a PCR test appointment in seconds.
They can easily check the date of an existing appointment, with no need to navigate menus.
They learn test results instantly, served on the web and WhatsApp in English and Russian.
On REMED Assistance's web page and WhatsApp account, in English and Russian, Remy handles PCR test appointment requests, appointment inquiries and result information in seconds.
Remy might look like a narrow PCR test assistant, but it removed a genuinely time-consuming step from people's travel plans, and became REMED's first step into an automated assistance experience.
CBOT and REMED plan to widen Remy's scope and add more languages over time.
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