Your clinic's line answers every patient, at any hour
A Hebrew voice agent that takes the morning appointment rush, books and reschedules, answers repeat administrative questions, and routes every clinical call to staff — with identifying data masked in the transcript.
The short answer
How does a medical clinic take the load off its phone line?
A clinic takes load off its phone line when an AI agent answers every inbound call in Hebrew and handles the administrative traffic itself: booking, rescheduling, cancelling, opening hours, test preparation and what to bring. The agent runs 24/7, talks to several callers at once with no hold queue, recognizes returning patients by phone number, and escalates anything clinical to staff — it does not advise and does not diagnose. Identifying data is masked automatically in the transcript, and recording access is controlled by role.
What happens today
- The morning appointment release floods the line, callers sit on hold and some simply hang up
- Patients call with administrative questions — fasting before a test, what to bring, where to park — and eat the desk's time
- No-shows go unaddressed because nobody has time to call the day before and confirm
- Calls after closing hit voicemail, and the patient tries again two days later
- The record of a call lives only in the clerk's head — no transcript, no summary, no note of why it was escalated
How it sounds
Hello, you have reached the clinic. I am the digital assistant. I can book or move an appointment, answer questions about getting here and preparing for a test, or put you through to the staff. How can I help?
What the agent captures
- Full name and a callback number
- ID number or patient number
- HMO, supplementary insurance, and whether there is a referral or authorization
- Type of request — new appointment, reschedule, test, follow-up
- Urgency, and whether the call is clinical and needs escalation
- Preferred time window and preferred physician or unit
Common use cases
The morning appointment rush
A clinic line's problem is not daily volume — it is concentration. When dozens of patients dial in the same half hour, each clerk handles one call and the rest wait. A voice agent talks to all of them in parallel, in Hebrew, with no hold queue, and without changing the number patients already know.
- Simultaneous answering for many callers on the same line
- 24/7 coverage, including after hours and weekends
- The same agent available on WhatsApp
- Outbound confirmation calls to reduce no-shows
Administrative it closes, clinical goes to a human
The split is explicit and built into the call flow: booking, rescheduling, cancelling, preparation questions, hours, location, paperwork — the agent closes on its own. A symptom, a deterioration, a question about a medication or a test result — those go to staff. The agent does not advise, diagnose or interpret results, and that limit is enforced by the flow and the guardrails, not by hoping the model behaves.
- A defined call flow, including nodes that force a handoff
- Transfer to a clinic extension or the on-duty nurse
- A knowledge base your staff approved — the agent answers only from it
- Automatic escalation when guardrails block an answer repeatedly
Patient privacy and recordings
Every conversation goes through Hebrew-aware PII detection: names, ID numbers, phone numbers and addresses are marked in the transcript and masked according to your department's policy. Recording access is granted by role only. An erasure request is handled by an anonymization flow that clears the caller's details, masks the transcript, disables the recording and records the action in an audit log with a reference number. Where required, the whole system can be installed on your own servers.
- Identifying data masked in transcripts, per department settings
- Recording playback gated by role permission
- Full anonymization for erasure requests, with an audit trail
- A fully self-hosted deployment on your own infrastructure, aligned to Israeli directive 5.43
A returning patient, a conversation that continues
The agent recognizes a caller by phone number and can recall previous conversations with them, so a patient who called yesterday does not have to start over. That continuity works across channels too — a phone call and a WhatsApp follow-up are one story, not two separate tickets.
Connecting to the systems you already run
Booking and record lookups run through tools you connect to the agent. You can also upload reference lists — a catalogue of tests and their preparation, or a list of units and addresses — as CSV or Excel, and the agent will filter and enumerate them on the call. Beyond that there is a REST API, signed webhooks, and activity write-back to Salesforce and HubSpot.
Frequently asked
Does the agent answer patients' medical questions?
No. The agent answers administrative questions — appointments, test preparation, hours, paperwork, directions — and every clinical question is escalated to staff. That separation is defined in the call flow and the guardrails, so it does not depend on the model's judgement: when clinical content comes up the agent captures it, hands off, and records the escalation reason on the conversation.
Can the agent look up patient details and eligibility in our system?
It can pull records from any system you connect to it as a tool, and book or move an appointment the same way. What it reads back to the caller depends on the permissions you gave that tool. If the system is not connected, the agent still captures the details in full and hands off to staff rather than guessing.
What happens to identifying information said during the call?
It is detected and masked in the transcript by Hebrew-aware PII detection, following your department's settings map — an unrecognized entity type is masked by default. The recording is reachable only by the roles you authorized, and erasure requests run through a full anonymization flow with an audit trail. Organizations that require it can run the entire system self-hosted on their own infrastructure.
Can the agent make outbound calls to confirm appointments?
Yes. The same agent also places outbound calls over real phone lines, so you can run a confirmation pass the day before. The call is recorded exactly like an inbound one — recording, transcript, summary and outcome — and when a patient asks to move the slot, the agent reschedules it on that same call.
Call the agent now
A real call, in Hebrew. Exactly what your callers would hear.
Have the agent call me
Leave a number — the agent calls you in under a minute.
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