Healthway Medical Network (HMN), the clinics and hospitals under Ayala Corporation’s AC Health in the Philippines, has accelerated its digital transformation with the deployment of Proto’s AI Customer Experience (AICX) platform.
This deployment follows a successful proof of concept that demonstrated the effectiveness of AI assistants for conversational symptom checking and multilingual patient engagement.
With its mission to provide Care Beyond Cure, Healthway operates an integrated healthcare ecosystem across Healthway Clinics, Healthway QualiMed Hospitals, Healthway Cancer Care Hospital and Healthway FEU-NRMF Medical Center. The partnership with Proto is a key milestone in Healthway’s journey to deliver more responsive, inclusive, and patient-centric healthcare to Filipinos across diverse regions and languages.
Healthway Director of Customer and Patient Experience Jovie Reyes said: “Integrating Proto’s AI technology into our patient engagement processes allows us to serve our patients more effectively and compassionately. This collaboration is a vital step toward achieving a more inclusive and responsive healthcare system.”
Proto’s AICX Platform supports text and voice channels in local languages such as Tagalog and Cebuano, enabling patients to access essential services in the language they’re most comfortable with. The platform also includes modules for livechat and ticketing, ensuring that complex or sensitive interactions can be escalated to human agents while preserving conversation history for a seamless experience.
This deployment builds upon Proto’s proven results in the Philippine healthcare sector with leading organisations like The Medical City Clinic and PhilCare. At The Medical City Clinic, Proto’s AI assistants led to a 273% increase in automated patient service interactions, significantly improving access and reducing wait times. Similarly, the deployment with PhilCare enabled consistent and multilingual patient support across its broad service network.
Proto CEO Curtis Matlock said: “Healthway’s commitment to inclusive care perfectly aligns with Proto’s mission to deliver AI-powered services that reflect the linguistic and cultural diversity of emerging markets. This deployment reinforces the potential of ethical AI in public and private healthcare systems alike.”
As part of Proto’s solution for healthcare, the deployment includes AI assistants that are auto-trained on regional health data and patient intents, ensuring rapid responsiveness and accuracy. These assistants handle a wide range of services from appointment scheduling and FAQs to patient feedback and symptom triage – all while ensuring patient data protection and integration with Healthway’s existing service infrastructure.
The partnership supports the broader goals of the Philippine eHealth Strategy and Universal Health Care Law, advancing equitable digital access to health services for all communities – no matter their location or language.
About Healthway Medical Network
Healthway Medical Network (HMN) is the Philippines’ largest network of health facilities, operating under Ayala Corporation’s AC Health. The network integrates Healthway Multi-Specialty Centers, QualiMed Hospitals, Healthway Cancer Care Hospital, and the Healthway Medi-Access corporate clinic solution – providing a full continuum of care from wellness and outpatient services to inpatient and specialty treatment.
