Bell Integrator fabricaONE.AI, a subsidiary of Softline Group, has completed an optimization project for a chatbot used by a major Russian medical clinic network. The initiative focused on improving automated resolution rates and enhancing user experience.
The project team analyzed over 100,000 dialogues and 87 out of 127 existing chatbot scenarios. The audit identified key bottlenecks in routing logic and technical integration failures, which accounted for 80% of problematic interactions.
Engineers optimized the lemmatizer for medical terminology, improved intent classification, and refined branching logic. The team also addressed technical endpoint errors to ensure system stability.
These improvements resulted in a higher share of autonomous dialogues, reducing the workload on call center operators. The new analytical framework provides a foundation for future scaling and the integration of additional services.
