Healthcare · Front desk
Reception stopped being a call centre — clinical questions still reached a person
A clinic network was losing bookings to unanswered phones. We automated the administrative layer — scheduling, reminders, directions — and routed anything clinical immediately.
Down
Admin load
phones no longer the only front door
Fewer
No-shows
reminders and confirmations on a cadence
Hard
Boundary
clinical questions never answered by the model
Before
- Phones and WhatsApp filled with reschedules, reminders, and ‘how do I get there’.
- Anything that sounded medical had to wait in the same queue.
- No-shows from missed reminders were eating the calendar.
After
- Routine admin is handled outside clinic hours.
- Clinical flags arrive with the transcript already attached.
- Reminder sequences run the same way at every location.
Constraints
- The AI must never attempt clinical advice.
- Data residency and retention had to match their policy.
- Staff needed a reviewable log of every conversation.
What we built
- Booking, rescheduling, reminders, and preparation instructions on WhatsApp and web.
- Intent detection that sends symptom or treatment questions to a nurse, not a generated answer.
- Region and retention controls scoped with their compliance lead before go-live.
“The win wasn’t ‘AI answering patients’. The win was reception doing clinical work again.”
What this replaced
- Unshared WhatsApp inboxes
- Manual reminder lists
- After-hours voicemail
Get this outcome scoped for your workflow
A 30-minute discovery call. You leave with a written plan — scope, approach, and trade-offs. No obligation to continue.
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