A regional clinic network was fielding the same 30 to 40 patient questions daily: clinic hours, doctor schedules, BPJS coverage, lab result turnaround, appointment changes. Front-desk staff were spending 60% of their time on phone and WhatsApp answering rather than serving in-person patients.
We built an AI assistant trained on the network actual SOPs, BPJS policies, doctor schedules, and FAQ history. The assistant runs on WhatsApp and the clinic website, handles multi-turn conversations in Indonesian and English, can book and reschedule appointments through the existing clinic management system, and politely escalates anything sensitive (medical advice, complaints) to a human within 30 seconds.
Deployment results: 78% of inbound inquiries are now fully handled by AI, average response time dropped from 23 minutes to under 10 seconds, and front-desk staff reclaimed an average of 4 hours per day for in-person patient care. Patient satisfaction scores on response speed rose 41%.