Ottobock boosts conversions with intelligently networked AI agents

Objectives: Navigating a complex healthcare landscape

Ottobock is one of the world’s leading medical technology companies. Through its range of prostheses, orthoses and exoskeletons, the company develops solutions that enable people to enjoy greater mobility and independence. However, it is often difficult for patients, their families and healthcare professionals to navigate the extensive range of products and services.

Several digital assistants were already supporting users on the website, including a prosthesis advisor, an expert search function, a help chat for healthcare professionals and a job navigator. Each of these chatbots fulfilled clearly defined tasks. In practice, however, users often begin their search with open-ended questions that cannot be clearly assigned to a single service.

Ottobock therefore wanted to create a central digital entry point that understands free-text queries and directs users straight to the appropriate service. The aim was scalable customer service automation that:

• provides clear answers to sensitive questions about amputation and prosthetics
• presents suitable prosthetic solutions in a structured manner
• quickly connects users with qualified specialist retailers and experts

In collaboration with LoyJoy, the existing chatbot system has therefore been further developed into a networked Agentic AI system.

Results: Networked AI agents lead users to the right source of information

On the LoyJoy platform, several specialised AI agents now operate as an integrated system. The central AI assistant analyses the free-text query in the dialogue and automatically directs users to the appropriate specialist agent.

If, for example, a user expresses a specific need for care, they are directed straight to the prosthesis finder. If someone is specifically looking for local support, the agent takes over the search for experts and guides them in a structured manner to the appropriate specialist advice.

Specific results:

• Context-based routing between several specialised chatbots
• Faster navigation through the complex range of prosthetics and services
• Direct access to local experts via map and deep links

The Agentic AI approach combines information retrieval, advice and service in a seamless dialogue. The AI assistant answers routine questions immediately, whilst complex enquiries can be referred directly to human experts.

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