What stays with people
All medical questions, emergencies, schedule exceptions and welcoming patients in person.
Healthcare · AI automation
A medical centre with six doctors and one reception desk handling a constant stream of calls
From the phone as the only channel to online appointment booking, with reminders and approved preparation instructions sent automatically.
The business
A medical centre with six doctors in different specialities and one reception desk. Almost every appointment is booked by phone, while the same team also welcomes patients in person.
Where the time goes
- Calls to book, change and cancel appointments
- Reminders sent one by one the day before
- The same questions about EOPYY (Greece's national health insurer), private insurance, paperwork and preparation before tests
The agents we set up
Appointments agent
It books, changes and cancels appointments online or by message, based on each doctor's schedule, and sends a reminder before the visit.
Preparation agent
As soon as an appointment is booked, it sends the patient the approved instructions defined by the doctor for that specific test: what to bring, whether fasting is required and how long the procedure usually takes. The agent does not create or modify medical instructions on its own.
Practical questions agent
It answers questions about insurance coverage, paperwork, opening hours and access, using information approved by the medical centre. If there is no clear answer, the question is handed over to reception. For reporting, only anonymous question categories or aggregate counts are kept, never the content of the messages.
One line that never moves
No agent gives medical answers. Anything involving symptoms, diagnosis or treatment always goes to a doctor. If a message may concern an emergency, the agent does not perform medical triage; it shows the contact procedure predefined by the medical centre. The automation is designed to use only the data strictly necessary for each function and only through approved systems and integrations. Clinical information is not used where it is not necessary for that specific function.
What changes
Reception is no longer split between answering the phone and helping the patient waiting at the desk. Patients arrive better prepared, with the main practical information already available.
How the work starts
At a medical centre like this one, the first step is the study. We talk to reception and map an ordinary week: how many calls are about appointments, which questions keep coming back and which instructions each doctor sends before their tests. This shows which agent to start with.
What the medical centre defines before launch
Each doctor approves the preparation instructions for their own tests. Reception defines the answers about insurance coverage, paperwork and opening hours, as well as the contact procedure for emergencies. The agents use only this information.
How it is tested and how it evolves
Before they take on any work, the agents are tested with real cases from the medical centre. When something does not fit their rules, they stop and pass it to reception instead of guessing. After handover, we monitor how they work and adjust them when something changes at the medical centre, such as a new doctor or a new test.
FREQUENTLY ASKED QUESTIONS