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A medical AI voice agent answers the practice line, books and reschedules appointments, and answers routine questions about hours, location, and fees. Anything clinical goes straight to a person: it gathers the details, routes the call to the nurse on duty, and never gives medical advice.

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The typical call

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What the agent handles

Most inbound calls to a practice fall into a handful of intents:
  • Booking a new appointment with a named doctor or the next open slot.
  • Rescheduling or cancelling an existing appointment.
  • Prescription refill requests and other general questions.
  • Practice information: opening hours, location, parking, and fees.
  • Clinical questions it must not answer, handed to the nurse on duty.
  • Billing and account queries, handed to the accounts line.
  • After-hours calls, captured or routed to the on-call number.
The agent never offers medical advice. For medication queries, symptom severity, or anything urgent, it hands the caller to the nurse on duty rather than answering.

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Tools it uses

The agent only needs a few built-in tools to run the line end to end:
  • Check availability and Create booking: look up open slots in a doctor’s diary and book the appointment mid-call.
  • Send SMS: text the caller a confirmation with the time and the doctor.
  • Knowledge lookup: answer practice questions such as hours, location, and fees from the knowledge base.
  • Transfer call and Transfer to extension: route clinical questions to the nurse on duty and billing questions to accounts.
See Agent Tools for the full catalog and how to switch each one on.

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Example call

Caller: Hi, I need to book an appointment. Agent: Of course. Is this with a particular doctor, or something you would like to see someone about? Caller: My son has a persistent cough. I would like to see Dr Patel if possible. Agent: Let me check Dr Patel’s diary. One moment. She has 11:30 this Thursday or 2:15 on Friday. Any preference? Caller: Thursday works. Agent: What is your son’s name, and the best mobile for the confirmation? Caller: James Miller, 082 555 4433. Agent: Thursday 11:30 with Dr Patel for James Miller, confirmation by SMS to that number. Sending it through now. Anything else? Caller: No, that is great, thanks. Agent: You are welcome. Take care.

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