An AI phone assistant is a program that answers the phone of a healthcare institution, talks with the caller by voice and handles administrative tasks: it books appointments, answers questions and logs the conversation. In this article we describe how that works, using AiMED Voice as the example.
What the assistant does
Answers every call. By day, at night, on weekends and on holidays, in Bosnian, Croatian, Serbian and 30+ more languages. Calls outside working hours are marked separately, so the clinic can see in the morning what happened overnight.
Introduces itself as an AI. At the start of every call, the assistant says that it is an AI assistant and that the conversation is recorded. The caller always knows who they are talking to.
Recognizes the patient. If the number is known, the assistant checks whether it is talking to that person. If not, it asks for a first name, last name and date of birth. It does not disclose patient data until the identity is confirmed.
Books, reschedules and cancels appointments. The assistant looks for open slots by service and doctor, taking into account the doctor’s working hours, absences and the duration of the service. It books an appointment only once the caller confirms, and the appointment is immediately visible in the clinic’s calendar.
Answers from the knowledge base. Prices, services, address, working hours and preparation for an exam. The assistant knows only what the clinic enters. When it has no answer, it says so and offers to have the clinic call the caller back.
Logs every call. In the clinic portal, every call has a time, caller, reason, outcome and duration, along with an AI summary, transcript and recording.
What the assistant does not do
- It does not make diagnoses, does not interpret symptoms and does not advise on therapy or doses.
- It does not assess urgency. When a caller says they have urgent symptoms, the assistant tells them to call emergency services on 112.
- It does not read reports and has no access to medical records.
- It does not pretend to be a human.
AiMED Voice is an administrative tool. Medical decisions stay with the doctor.
How you get started
1. Account and clinic data. AiMED prepares the account and, together with the clinic, enters into the portal the services with their duration, price and preparation instructions, doctors with their working hours and absences, and answers to common questions.
2. Phone number. The clinic gets a new number, or keeps its own and forwards calls to the assistant, at the carrier’s rate.
3. First calls. From the first call, every conversation is in the log. Staff read the summaries and add to the knowledge base when the assistant didn’t know something, and the assistant knows more from the next call.
Data and privacy
Only the clinic the patient called can see the recordings, transcripts and summaries, and every view of a call is recorded in the access log. Conversation recordings are deleted after 30 days, call content after six months, and at the patient’s request the data is deleted permanently. More on this on the Security page.
To see one call from pickup to the record in the portal, watch the animated presentation on the How it works page. If you would like to see the assistant with your services and calendar, request a demo.
