The Medical City Ortigas – also known as the network’s “Main” hospital – has deployed Proto’s AI Customer Experience (AICX) platform, representing a significant step forward for AI in healthcare Philippines. As the largest and most advanced hospital in the TMC network, Ortigas now anchors a growing ecosystem of healthcare automation spanning the group’s 70+ outpatient clinics and regional hospital in South Luzon.
The adoption of Proto’s AICX platform at Ortigas follows successful implementations at The Medical City Clinic (TMCC) and The Medical City South Luzon (TMC-SL). Together, these deployments reflect a strategic move to unify patient support and deliver consistent, AI-powered service across the country.
At Ortigas, the platform will enable:
- Procedure appointment booking
- LOA (letter of authorisation) automation
- Doctors and service directories
- Payment gateway integration for booking deposit
- AI Agent switching seamless handover of patient chats and tickets between TMC business units
These patient-friendly capabilities are designed to reduce administrative friction, accelerate care delivery, and enhance patient satisfaction at scale.
Jennifer Dantoc, Proto’s Managing Director in Asia, said: “This deployment at Medical City Ortigas marks a turning point for the TMC network’s digital transformation. It demonstrates how AI can be deployed intelligently across multiple facilities to deliver consistent, efficient, and patient-centred care.”
Integrating AI patient experience across clinics and hospitals
Proto’s initial rollout with the TMC network began with TimCeeCee, an AI assistant that now manages over 2.6 million interactions annually at for the network’s outpatient clinics. Patients use it to self-serve common healthcare tasks such as booking appointments, finding doctor schedules, requesting test results, and submitting concerns without needing to wait for human agents.
This success led to a deployment at TMC-South Luzon, where Proto’s AICX platform has improved access to laboratory information, doctor schedules, and real-time agent support. These improvements have reduced wait times and improved operational efficiency — a model now being extended to the central hub at Ortigas.
In line with the ongoing consolidation the The Medical City network, the capability of AI assistant switching will enable seamless handover of patient chats and tickets between TMC business units — such as from a Makati-based clinic to the Ortigas hospital — while retaining patient context. Once implemented, this will ensure uninterrupted, intelligent support regardless of where a patient begins their journey within the TMC ecosystem, covering already deployed hospitals TMC South Luzon and TMCC as well as connecting new ones: TMC Clark, TMC Pangasinan, and TMC Iloilo.
Dr. Artie, COO of the The Medical City network, said: “Expanding AI patient experience capability from the clinics into the rest of The Medical City’s hospital network, starting with Ortigas, will not only help us streamline contact centre and booking systems, but continue to deliver the most patient-first customer experience in the Philippines. Proto’s technology is a novel and timely continuation of our ethos: where patients are partners.”
This deployment follows Proto expanding engagement with HMO providers, such as PhilCare and PhilPlans. Serving both insurers and hospital networks presents a key roadmap opportunity identified by Proto — automation of letters of authorisation (LOAs) for patients. In the case of TMC-SL, it was observed that 53% of all patient chats stop when LOAs become necessary, requiring the patient to separately engage their insurer before completing their bookings. Proto intends to streamline this workflows directly into its healthcare AI assistants, providing a one-stop service for patients.
About The Medical City
The Medical City network is one of the leading healthcare providers in the Philippines, comprising multiple hospitals and over 70 outpatient clinics strategically located throughout the country. Its flagship facility, TMC Ortigas, serves as the network's main hospital and central hub. The network offers comprehensive medical services, specializing in primary care, specialized treatments, and advanced medical procedures across various disciplines including cardiology, oncology, and neurosciences.
