Total CX deploys AI-augmented customer service at Ibn Al Nafees Hospital

BAHRAIN—Total CX, a customer experience solutions provider within the Beyon Group, has entered into a strategic partnership with Ibn Al Nafees Hospital to enhance patient engagement and operational efficiency through artificial intelligence (AI)-powered customer experience (CX) services.

The agreement reflects the two organisations’ shared ambition to combine skilled customer service professionals with advanced digital technologies to deliver faster, more responsive healthcare support.

The agreement was signed by Total CX Interim Chief Executive Officer Aseel Mattar and Ibn Al Nafees Hospital Chief Executive Officer Rahma Jaberi during a ceremony in Bahrain.

Under the partnership, Total CX will deploy dedicated CX specialists alongside AI-enabled solutions designed to strengthen the hospital’s customer engagement capabilities and streamline day-to-day operations.

Focus on smarter patient services

The companies said the initiative will improve service efficiency, accelerate response times and enhance patient satisfaction by integrating AI into customer-facing operations while retaining the expertise of trained service professionals.

Rather than replacing human interaction, the AI tools will support staff in handling enquiries more efficiently and delivering a more personalised experience for patients and visitors.

Mattar said healthcare organisations are increasingly seeking smarter ways to improve customer experience without compromising operational performance.

She noted that Total CX combines experienced customer service teams with AI-enabled capabilities to help organisations build more responsive, efficient and scalable customer operations.

According to Mattar, the company looks forward to supporting Ibn Al Nafees Hospital as it strengthens the experience it delivers to patients and customers.

Jaberi emphasised that providing an exceptional patient experience remains central to the hospital’s mission.

She said the partnership will enable the hospital to strengthen its operations by combining skilled professionals with innovative AI technologies, leading to greater efficiency, quicker responses and improved service quality.

Building on Total CX’s AI strategy

The collaboration also reinforces Total CX’s broader strategy of helping organisations modernise customer service through a blend of human expertise and AI-driven technologies.

The company, which originated in Batelco’s long-established contact centre operations and now operates as part of the Beyon Group, provides customer experience outsourcing and contact centre services across sectors including healthcare, financial services, utilities and telecommunications.

It currently manages more than three million customer interactions annually through a workforce of over 200 employees.

The hospital agreement follows several recent developments across the Beyon Group aimed at accelerating digital transformation.

In recent days, fellow Beyon subsidiary Beyon Cyber became the first Bahraini company to receive CREST Security Operations Centre certification, highlighting the group’s continued investment in advanced digital capabilities, cybersecurity, and AI-enabled enterprise services.