AI appointment and information assistant for clinics
Visitors arriving at a clinic site mostly want an appointment. SmartOperator takes the appointment within the conversation and writes it to the shared calendar; it answers questions about treatments, times, and addresses from the knowledge base. It does not diagnose and redirects in case of emergency symptoms.
What do visitors look for on a clinic site?
Most visitors arriving at a clinic, dental practice, or polyclinic site want one thing: an appointment. Additionally, they ask about treatments offered, working hours, address and transport, affiliated institutions, and how the initial examination proceeds. Although the answers to these questions are written somewhere on the site, visitors often prefer to call by phone; if the line is busy or office hours have ended, the appointment is lost.
- Phone trafficThe receptionist answers the same questions over the phone all day; the team responsible for attending to patients during examinations loses time.
- Appointment request outside office hoursA visitor wanting an appointment in the evening forgets to call the next day.
- Sensitive informationWhile describing their complaint, the visitor may share more health information than necessary.
- Emergency situationA visitor describing an urgent symptom needs to be redirected without waiting for an appointment.
Takes the appointment within the conversation
The SmartOperator clinic template comes with three tasks: taking an appointment, providing general information, and redirecting in emergencies. In the appointment task, the agent asks what kind of appointment the visitor wants and their available time, then writes the appointment to your institution's DBLinx shared calendar. The appointment record is kept with "source-dependent" privacy: the patient's name and complaint are not visible in calendars of other products.
Provides general information from the knowledge base
Treatments, working hours, address, parking, affiliated institutions, and what to bring for the first examination are entered into the knowledge base. The agent answers these questions based on your knowledge base; if you have entered your working hours, it tells out-of-hours visitors when you can be reached.
Does not diagnose, redirects in case of emergency symptoms
In the health template, the agent does not diagnose or suggest treatment. When an urgent symptom is described, it redirects the visitor to the emergency room or 112 instead of taking an appointment. It only asks for the information required for the appointment; it does not collect excessive health information from the visitor.
Health data is classified as special category personal data under Article 6 of the Personal Data Protection Law No. 6698. This page provides general information and does not constitute legal advice; consult your expert regarding your institution's obligations. In SmartOperator, the retention period for conversation records is set by you, and a link to the disclosure text is shown in the window.
Hands over to the team when needed
When a visitor wants to speak with a human or the agent is unsure, the conversation is handed over to your team. If no one is online, the visitor's name and phone number are recorded as a follow-up request, and you can receive a notification email.
A sample day
At a dental clinic, the receptionist sees two follow-up requests received overnight on the dashboard in the morning: one from a patient seeking information about implants, and another wanting to change their appointment. During the day, the assistant answers questions about treatments, address, and working hours, and writes new appointments to the calendar. When a specific question arises regarding affiliated institutions, the conversation is handed over to reception. In the evening, the assistant continues to take appointments.
Knowledge base preparation
Treatments, doctors' specialties, working hours, transport, and appointment rules are entered into the clinic knowledge base.
- Treatments performed and short descriptions
- Doctors' areas of expertise
- Working hours and holidays
- Address, transport, and parking
- Partner organisations and payment options
- Items to bring for the first examination
- Rules for cancelling and changing appointments
How SmartOperator solves this
In SmartOperator, the clinic template writes the appointment to your organisation's shared calendar; only the minimum information required for the appointment is requested, and no diagnosis is made.
- Appointment: the clinic template writes the appointment to your organisation's shared calendar.
- Minimal data: only the information required for the appointment is requested; no diagnosis is made.
- Urgent referral: in case of urgent symptoms, the visitor is referred to the emergency service.
- Retention period: you determine how long conversation records are kept.
- Callback: outside working hours, the visitor's contact details are recorded.