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Live chat now available through Carle website chatbot

Live chat now available through Carle website chatbot
Do you know Maggie? She is the chatbot that pops up as a red square in the lower right corner of your computer screen when you open Just click on the red box and you can navigate to find more details about Carle services through Maggie.

Featured on since August 2022, Maggie the chat bot helps online users with information about COVID-19 symptoms, checking symptoms, finding a doctor, seeking a Carle location near the patient’s address, and learning more about specialty services.

And now it’s even easier to find the information you need quickly. Maggie the chatbot now offers a new live feature from 7 a.m. to 6 p.m. Monday through Friday. During those hours, users can communicate with a live Carle representative. For patients in the Greater Peoria area, the live chat agent will direct individuals to the intended contact.  

“The scheduling specialist managing the chat is totally focused on the person online and not managing multiple chat conversations,” Heidi Bennett, patient care manager at the Scheduling Center said.

Patient Bill Fulk of Villa Grove said his physician in Mattoon left and he used the live chat to find a different healthcare provider that was closer to his home.

“It was pretty smooth. I found a new physician, got an appointment and had my medication renewed through the live chat,” he said.

Carle Project Management Office Senior Project Manager Mark Athey said, “We initially designed our chatbot to be easy to use and get patients the answers they seek in an efficient and intuitive manner. With the addition of live chat, we’ve added the option of having our Contact Center specialists help those who may have more complicated scheduling questions. The collaboration with all team members involved has been great and led to a useful resource for our patients.”

Director of the Patient Contact Center Christine Scroggins said patients may schedule Primary Care services such as physicals, annual wellness visits, lab appointments and mammograms online with a live person through Maggie.

Patients may still schedule appointments through individual MyCarle accounts or call their provider’s department.

“We continue to offer new opportunities for people to connect with us and improve their experience,” Scroggins said.

Categories: Staying Healthy, Community

Tags: chatbot, MyCarle, Primary Care