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doctors connected


clinics covered


automated query resolution

The Medical City South Luzon (TMC-SL) is a leading healthcare provider in the Philippines. Situated in Santa Rosa, Laguna, the clinic is an 80-bed hospital complex and vital gateway to SL, covering Laguna, Batangas, and Cavite provinces. It offers top-quality diagnostic and treatment services, including radiology, cardiac catheterisation, and OR.

As the complexity of handling customer support increased across multiple channels, TMC-SL needed a solution that would enhance patients' satisfaction while increasing support agent efficiency to maintain high quality patient care and service.

Challenge: Managing a high volume of patient requests


TMC-SL had relied on manual support through their hotline and social channels, such as Facebook Messenger. However, these channels were insufficient to meet growing demand, resulting in longer wait times and limited automation capabilities.

Process: A multilingual, omnichannel approach


To address these challenges, TMC-SL deployed an AI-enabled chatbot powered by Proto’s AICX Platform. The chatbot handles over 10,400 chats monthly and offers automated service for more than 50 clinics. Powered by Proto’s proprietary NLP technology, the chatbot can understand and respond in multiple languages, including Tagalog and Cebuano. Moreover, it directly integrates with the hospital's doctor availability database, enabling patients to receive real-time information.

The AI solution was deployed across webchat, Facebook Messenger, and Viber. This build-once-deploy-anywhere strategy allows seamless and familiar interactions for end-users via their preferred channel.

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Solution: Improved patient experiences


The collaboration between TMC-SL and Proto AICX has transformed customer support and patient experience through the deployment of an AI-based chatbot solution. As a leader in multilingual contact center automation in emerging markets, Proto's AICX platform showcases the immense potential for conversational AI to improve efficiency across industries and create more delightful patient experiences.

TMC-SL plans to leverage Proto's unique local language detection capabilities further, allowing end-users to interact in multiple languages within the same chat conversation.

About Proto

Proto is the leading generative AI platform for local customer experience. Powered by GPT and its own proprietary AI engine, Proto's AI Customer Experience (AICX) Platform automates transactions, tickets, bookings, and other high-volume interactions for local and mixed languages across text, voice and 20+ messaging channels. Proto is globally-recognized for its inclusive AICX solutions across the government, financial, health and transport industries.