Fewer empty doctor hours from no-shows and double bookings, and new patients who message after hours no longer slip away to another clinic.
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Clinics & hospitals · 09 / 12
Appointment and first-contact agent
Patients book, reschedule and ask about services on LINE themselves, against real doctor schedules, so the counter nurse goes back to the patient in front of her.
Clinics & hospitals “Nurses at the counter answer booking calls instead of caring for the patient in front of them. Half the questions are opening hours and which doctors are in.”
The problem
The counter phone rings all day, and half the calls are the same questions. What time do you open, which day is this doctor in, how much is a health check, do I need to fast. The nurse who should be with the patient in front of her puts everything down to answer, opens the doctor roster and writes the appointment in a book or keys it into the HIS by hand.
Appointments taken by phone and on LINE live in different places, so some days two patients hold the same slot. Patients who forget are reminded by nobody, and the doctor’s chair sits empty while others wait for one.
How we solve it
We connect the agent to the doctor schedules in your HIS or queue system. When a patient messages on LINE OA to book, it asks which department or doctor, offers the slots that are actually free, books one, sends confirmation with preparation instructions and reminds before the visit. If the patient reschedules, the old slot goes straight back to the next patient.
Questions about services, prices and insurance are answered only from the information the clinic provides. When a patient describes symptoms, the agent asks the screening questions your nurses have defined and suggests the right department. It does not diagnose, does not suggest medication, and tells the patient plainly that it is a booking assistant.
Symptoms that meet the criteria you set, such as chest pain, breathing difficulty or bleeding that won’t stop, go to a nurse at once with advice to call 1669. Every medical decision belongs to doctors and nurses, and patient data is accessed by permission under PDPA.
How it runs
Work comes in from
- LINE OA
- Phone calls diverted to chat
- Form on the clinic website
- Doctor schedules from the HIS
What the AI does
- Offer real free slots and book
- Answer services, prices and preparation
- Screen with the nurses’ form
- Send urgent symptoms to a nurse at once
Where it lands
- Appointment in the HIS with a reminder
- Nurse gets urgent cases with the details
- Patient gets pre-visit preparation
- Dashboard of appointments and questions
Before and after
Before
After
The nurse leaves the patient to answer booking calls all day
Patients book and reschedule on LINE against real doctor schedules
Phone and LINE bookings clash because they live in different places
Every appointment sits in the HIS in one set, with no double slots
A patient forgets and the doctor’s chair sits empty while others wait
The agent reminds before the visit and a freed slot goes to the next patient
What you get
- 01
An agent that books against real doctor schedules in the HIS or queue system, confirms, reminds before the visit and handles rescheduling or cancellation in the chat
- 02
Questions about services, prices, which doctors are in, pre-visit preparation and accepted insurance answered from the clinic’s own information
- 03
First-contact questions asked from the screening form your nurses define, with a suggested department or doctor, and no diagnosis or medication advice
- 04
Symptoms that meet your emergency criteria sent to a nurse at once with the conversation so far, and the patient told to call 1669 when needed
- 05
Reminders for follow-up visits, results ready for collection and repeat prescriptions, as the doctor orders
Who gets what
Connected to the HIS through its API or the channel the vendor supports, installable inside the hospital network, with patient data accessed by permission, an audit log, and the design reviewed with your legal team for PDPA.
The counter nurse stops being the one who answers booking calls and stays with the patient standing in front of her.
Who this fits
Specialist clinicsAesthetic & dermatology clinicsDental clinicsPrivate hospitalsPhysiotherapy centresVeterinary clinics
Connects with what you already run
HISQueue systemLINE OAGoogle CalendarInsurer systemsOmise
Development process
- 1
Discover
Requirements, users and success metrics, with scope and price fixed before we start.
- 2
Design
UX and system architecture; the prototype is approved before anything is built.
- 3
Build
AI-accelerated sprints with a demo every week, reviewed by senior engineers.
- 4
Test
QA, security and performance verified against the agreed scope.
- 5
Launch & care
Production deploy, team training, and a monthly care plan.
Turn your business problem into a system that works for you
Tell us today — get an executive-ready proposal with the plan and budget.
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