As TMCC rapidly expanded its network of clinics and patient base, it became increasingly difficult to sustain a consistent and efficient support experience. The clinic’s manual and rule-based responses via Facebook Messenger and a weekday-only hotline led to long wait times, especially during off-hours. The contact centre, outsourced and available only during working hours, could not handle the growing demand. Patients often faced delays and limited automation, undermining satisfaction and straining operational resources.

To address these challenges, TMCC deployed TimCeeCee, a multilingual AI assistant powered by Proto’s AICX platform. Unlike the previous manual workflows, TimCeeCee provides intelligent, always-on patient engagement via webchat and Facebook Messenger.

The assistant now handles over 108,000 chats annually, engaging with more than 96,000 patients and facilitating 2.6 million interactions. It operates in both English and Taglish, empowering patients across the Philippines to find information and complete tasks without depending on agent availability.

While many enquiries still benefit from human support, the AI assistant now autonomously resolves half of all conversations – ensuring patients get timely, accurate responses during and beyond clinic hours. Live representatives follow up on the remainder during operational hours, with response times averaging 180 minutes due to limited staffing.

With Proto’s AI-powered solution, TMCC transformed its patient support system into a digital health platform equipped for scale and complexity. Key use cases managed by TimCeeCee include:

• Booking APE and lab appointments – Gathers patient details and preferred schedule, helping streamline the pre-consultation process.
• Checking clinic schedules – Provides up-to-date branch contact information and operating hours to reduce confusion and missed visits.
• Finding a doctor’s schedule – Navigates by name, specialisation, subspecialty, and location to guide patients to the right provider.
• Locating clinic services – Shares available medical services at each location and instructions on how to book.
• Requesting test results – Initiates the test result process with branch-specific handling to simplify access.
• Submitting complaints – Offers a structured, confidential channel for reporting concerns about doctors, clinics, or health insurance partners.
• Answering FAQs – Quickly addresses common concerns to reduce the burden on human agents.

Beyond functionality, data security and compliance are integral to Proto’s healthcare automation. The platform is certified under SOC2 and ISO:27001, conducts regular penetration testing, and implements robust encryption, user access controls, and activity logging to ensure patient data privacy and platform security. Proto’s commitment to AI data privacy and secure API integrations makes it a trusted provider of AI security solutions for sensitive healthcare environments.

TMCC now delivers a modern, scalable, and secure support experience to its growing patient base. With half of patient conversations automated through TimCeeCee, TMCC is able to reduce operational strain, improve accessibility, and continue its leadership in healthcare innovation.

Proto is the leading generative AICX platform for local languages. Its inclusive text and voice AI assistants excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. The Proto AICX Platform is powered by large language models and the proprietary ProtoAI engine for high accuracy in underserved languages. Proto deployments feature enterprise-grade security and capabilities such as on-premise hosting, customised analytics, and a 24/7 prompt engineering service. Headquartered in Waterloo, Canada, Proto is a global team operating across Latin America, Africa, and Asia.