AI support for hospitals and clinics helps with routine inquiries and guidance before and after visits.
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The Need for Healthcare AI
Appointment bookings, inquiries and confirmation calls before tests, outpatient visits and surgery add to the repetitive workload of administrative staff.
Inquiries continue at night and on weekends, but an immediate response is difficult when support staff are unavailable.
Preparation, arrival times and the need for an accompanying caregiver vary by test or procedure, requiring guidance tailored to each patient.
Costs vary by coverage, non-covered services and insurance conditions, so explanations must follow information confirmed by the hospital.
Follow-up contact is needed throughout the patient journey, from rescheduling missed appointments to post-operative guidance and regular checkups.
Appointment and document requests require identity verification. Inquiries requiring individual confirmation belong with support staff, while medical judgments belong with healthcare professionals.
Healthcare AI
Configure AI support around hospital workflows, from patient inquiries to appointment confirmation and pre-visit guidance.
After verifying their identity, patients can book and check test or outpatient appointments. The service helps register new patients and checks the requested service and preferred time against the hospital schedule.
AI calls at times set by the hospital to confirm appointment details and the patient's intention to attend. It explains preparation, arrival times and caregiver requirements according to hospital guidance, and records test and outpatient confirmation results in the CRM to support follow-up.
The hospital knowledge base supports answers to recurring care-related inquiries. Information covers precautions before and after tests or surgery, procedures, symptoms, pain and side effects; diagnosis and individual medical judgments remain with healthcare professionals. Location, parking, opening hours, medical staff and estimated costs based on non-covered fees and insurance coverage also follow hospital guidance.
Support covers identity verification, request submission and collection guidance for medical certificates, prescriptions, visit confirmations and medical opinion letters. Integration with document issuance systems is defined according to hospital procedures.
AI provides information and handles appointment booking and confirmation. Requests to change or cancel appointments, or speak with a person, are passed to support staff. Outside opening hours, requests are recorded and callers are advised to expect a callback when the support team is available again.
Administrative requests such as document applications, patient complaints and suggestions (VOC), and unanswered after-hours inquiries are logged as QnA items. Request details and contact information help staff review, process and follow up.
Healthcare Scenarios
Dental care · Aftercare following wisdom tooth extraction
Patient
I had a wisdom tooth removed. Can I rinse my mouth with water?
AI voicebot / chatbot
How long has it been since the extraction?
Patient
It was removed this morning.
AI voicebot / chatbot
Do not rinse your mouth or spit during the first 24 hours after extraction. This could dislodge the blood clot that protects the extraction site. If your dental clinic gave you specific instructions, please follow them.
After hours · Recording a change request
Patient
I'd like to change my appointment date.
AI voicebot / chatbot
Our support team is currently unavailable, so I'll record your request. Please tell me your existing appointment and your preferred new date and time.
Patient
I'd like to move my Tuesday afternoon appointment to Thursday morning.
AI voicebot / chatbot
Your request has been recorded. When the support team is available again, they will check appointment availability and contact you. The appointment change has not yet been confirmed.
During opening hours, callers are connected to appointment staff.
Recording the request for staff review
Patient
I'd like to request a confirmation of my hospital visit.
AI voicebot / chatbot
Which visit date do you need the confirmation for? Please also tell me how you'd like to receive it.
Patient
It's for my visit last week, and I'd like to collect it in person.
AI voicebot / chatbot
Your request for in-person collection has been recorded. A staff member will check the issuance process and collection availability, then provide further guidance.
These conversations have been adapted for illustration, and some steps such as identity verification are omitted. Actual guidance and procedures follow hospital policies. Diagnosis and individual medical judgments remain with healthcare professionals.
Expected Benefits
AI helps handle appointment inquiries and confirmation calls to reduce repetitive work and labor costs, allowing administrative staff to focus on scheduling and individual consultations.
Patients can leave inquiries outside opening hours, and hospitals can review them and continue support when the support team is available again.
Hospital-approved guidance helps reduce conflicting information and enables patients to understand and prepare what they need before their visit.
Organizing follow-up contacts and topics helps staff continue rescheduling and post-visit guidance, with the aim of improving scheduling and the patient experience.
Healthcare Security
Healthcare Template
HealthCare Template is a set of pre-designed workflows for turning recurring hospital inquiries into voicebot and chatbot services.
Apply pre-designed conversation scenarios and deliverables to hospital procedures to help reduce the effort of defining workflows and preparing implementation.
Pre-visit questionnaires are sent when an appointment is confirmed, and AlimTalk or SMS reminders the day before help patients prepare. Automated calls to patients who miss appointments record the reason and their preferred time to reschedule. Post-operative follow-up calls, medication guidance based on prescriptions and regular checkup reminders are planned extensions, including connection to medical staff or advice to visit when warning signs defined by healthcare professionals are identified.
Conversation scenarios are configured for specialties such as ophthalmology, dentistry and dermatology. Multilingual support includes Korean, English and Spanish. Support can be extended to additional languages to suit the hospital's patient population.
The integration scope is reviewed so that appointment information and clinical schedules in existing EMR and PMS systems can support conversations. Real-time integration and processing permissions are defined according to system interfaces and operating conditions.
Extend patient support by integrating generative AI agents (CogXi), document-based answers (DocStore), voicebots with visual interfaces (CogInsight), and assistance for human agents (C3).
