The challenge
One of Denmark's oldest private treatment centers for addiction faced a situation many are familiar with: the demand was there, but the channels did not match user behavior. Telephone inquiries fell by 20-30 per cent, while 45 per cent of potential clients actively preferred written contact. The need for support and advice is real and sensitive. It requires an approach that is present when the need arises, not just during business hours.
What we did
An AI chatbot trained on clinical knowledge and the center's own counseling principles was implemented. The chatbot provides 24/7 support to both individuals and families, escalating to a counselor when the nature of the conversation requires it. The solution ensures that no request is lost, no matter when it comes and no matter who writes.
The result
In three months, the chatbot handled 354 conversations and generated 25 qualified calls directly to advisers. The conversion rate landed at 14 percent and the average call duration exceeded six minutes. It is a clear sign of real interest and high lead quality. User feedback was positive throughout the period.
