Appointment Booking and Reminder Voice Agent

• Head of Patient Services and Front Office
• Hospital Call Centre Manager
• Hospital Operations Director
• Clinic Chain Operations Lead

Hospital phone lines are busiest in the morning, when callers want a slot with a particular doctor and the front desk is also registering walk-in patients. Missed calls become lost appointments, and booked patients forget or arrive on the wrong day when a doctor's OPD changes.

We build a voice agent that answers appointment calls in Hindi, English and the regional languages your patients speak. It reads live slots from your HIS scheduling module, understands requests such as the next available slot with a cardiologist on Saturday, and books, reschedules or cancels appointments. Existing patients are found by mobile number or UHID, and new patients are registered with the minimum details your process needs. The agent sends a WhatsApp or SMS confirmation, calls with a reminder before the visit and phones booked patients when a doctor's OPD is cancelled. It gives no medical advice; callers who describe urgent symptoms are directed to emergency care and transferred to staff.

• Speech recognition tuned for doctor names, departments and dates and times in Indian languages
• Live slot lookup and booking against the HIS scheduling module
• Existing-patient lookup by mobile number or UHID and minimal new-patient registration
• Reminder calls and WhatsApp confirmations with reschedule options
• Bulk rescheduling calls when a doctor's OPD changes
• Emergency phrase detection that directs callers to emergency care and transfers to staff

1. 01Answer and understandThe agent answers in the caller's language and identifies the request: book, reschedule, cancel or query.
2. 02Screen for urgencyIf the caller describes urgent symptoms, it gives scripted emergency guidance and transfers to staff at once.
3. 03Identify the patientExisting patients are found by mobile number or UHID; new patients are registered with minimal details.
4. 04Offer and confirm a slotIt reads live availability, offers the nearest options, writes the booking to the HIS and confirms by WhatsApp or SMS.
5. 05Remind and rescheduleBefore the visit it calls with a reminder and handles changes, and it calls patients when an OPD is cancelled.
6. 06Hand over when neededComplaints and complex requests go to front-office staff with a call summary.

1. Telephony
   • Cloud telephony or hospital PBX via SIP
   • Outbound dialler with permitted call windows
2. Speech
   • Multilingual speech-to-text
   • Text-to-speech in Hindi, English and regional languages
3. Dialogue and safety
   • LLM dialogue manager with booking policies
   • Emergency phrase detector
   • No-medical-advice guard
4. Hospital systems
   • HIS scheduling API
   • Patient registry lookup and registration
   • WhatsApp and SMS confirmations
5. Operations
   • Front-office handover screen
   • Call analytics and transcripts

Front-office staff take escalated calls and complaints, and clinicians approve the emergency phrase list and scripted guidance. The agent never advises on symptoms or treatment; it books, reminds and hands over.

• HIS appointment and registration modules
• Cloud telephony such as Exotel, Ozonetel or Twilio
• WhatsApp Business API
• DLT-registered SMS gateway
• CRM or helpdesk for complaints

• No medical advice; scripted response and transfer whenever symptoms are described
• Emergency phrases trigger immediate direction to emergency care and a staff transfer
• Patient identity confirmed before any appointment is read or changed
• Outbound calls only within permitted hours and to patients who booked or consented
• Recordings and transcripts kept per hospital policy with restricted access

• Reminder calls and messages are service communications; any promotional content needs separate consent and TRAI-compliant channels.
• Patient contact and appointment data handled under the DPDP Act 2023, with a recording notice at the start of each call.

• Healthcare & Hospitals

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