Real-time patient support for a gateway hospital in Southern Luzon

Booking medical procedures

TMC-SL's hotline and Messenger channels were overburdened with booking requests, often leading to long waiting times for patients seeking to schedule diagnostics and ancillary services. The agent now manages structured procedure intake, guiding patients through:

• Collecting patient name and contact details
• Selecting the medical procedure – such as CT scan, MRI, X-ray, or other diagnostic services
• Checking preferred dates and times against the hospital's availability
• Confirming the booking directly in chat

Patients can also initiate a booking using a voice message in English or Tagalog, with appointment details are routed to the hospital's scheduling team for confirmation.

Doctor schedules

Patients frequently asked about doctor availability, but manual responses were slow and inconsistent. The assistant now provides real-time updates by connecting directly with TMC-SL's scheduling system.

Patients can:

• Check availability by doctor name or specialty
• View upcoming schedules across different departments
• Receive automatic updates if schedules change

Spoken requests in Tagalog or English are supported alongside text, with the assistant able to reply in both formats.

Hospital information and FAQs

TMC-SL receives a high volume of routine enquiries about hospital contact details, emergency services, and how to get help in urgent situations. These previously required manual responses from hotline staff.

The assistant now handles these automatically, covering:

• Hospital and department contact numbers
• Emergency room information and procedures
• Guidance on requesting an ambulance
• General service and facilities information

Voice messaging is particularly useful here for patients who are unfamiliar with digital text input, or who are seeking urgent guidance while on the move.

Multilingual voice messaging

Across all three use cases, voice AI enables patients to send spoken queries in English or Tagalog through webchat, Messenger, and Viber. The assistant transcribes the message, processes the request, and responds with a text reply – and, where relevant, an audio response as well.

This capability is especially valuable for TMC-SL's diverse patient base, including multinational patients and those who are less comfortable navigating text-based interfaces. It also reduces barriers during stressful healthcare situations where typing is inconvenient.

Live agent escalation

When a query cannot be resolved automatically, patients  can be escalated to a live agent. The agent receives the full conversation history, giving them immediate context before responding – without requiring the patient to repeat themselves:

• full conversation history between the patient and AI agent
• short AI summary of the conversation with patient's sentiment and emotion evaluation
• alll the patients details and personal details - from the current or previous chats
• for repeated patients - full history of previous chats and tickets

This escalation path reflects the channels that TMC-SL's team actively monitors, and ensures that complex cases receive the human attention they require.