The situation
Two receptionists handled the phone, the front desk and WhatsApp at the same time. Messages that arrived after 8 p.m. were answered the next morning, and a share of those patients had already booked elsewhere. Price questions took a call back.
What we built
An assistant on the clinic’s WhatsApp number that answers questions about services, prices, doctors and insurance from a knowledge base the clinic approved. It books, confirms and reschedules appointments directly in the clinic’s management system, sends reminders, and transfers to reception when a patient asks for a person or describes an emergency.
A voice agent took over after-hours calls two months later, using the same knowledge and the same booking rules.
The result
Booked appointments rose by 38% over three months. Almost two thirds of new bookings now happen outside reception hours. Reception staff spend their time with patients in the clinic instead of on the phone.
What mattered
Medical boundaries were written down before the first line of code: what the assistant may and may not say about symptoms, and when it must hand over. The clinic’s doctors reviewed every answer in the prototype phase.