AI customer assistant for healthcare providers: appointment questions answered, under the stricter policy
How a clinic configures Kav: appointment and billing lookups from its own scheduling system, with health data held to the strictest policy, plus a worksheet.
Most of what a clinic's front desk hears is logistics, not medicine: when is my appointment, can I move it, where do I go, what do I owe. It arrives in the same hours the desk is busiest.
A depiction, not a customer. No clinic is named here. The examples are the platform's own illustrations, marked example data on the home page. The WhatsApp version is illustrated and goes live only once the clinic's business account is approved by Meta.
What a patient asks, and what Kav answers
- "When is my next appointment?" Answered from the clinic's scheduling system: the day and time, the clinician, the clinic and the floor. Reschedule and Directions sit beside the answer.
- A front door the clinic builds with no code. A menu of Appointments, Billing and Test results, written as rows in the Studio's menu editor. A locked item is shown rather than hidden, with "sign in required" beside it, so nobody is surprised by the sign-in (the front door you build with no code).
- Health data under a stricter policy. Health-adjacent modules are held to the strictest sensitivity class before a single record is read. They are never sampled into analytics, and no summary is written if the conversation reaches a person (health questions under a stricter policy).
Where the money moves
The bold rows are the levers a clinic leans on most.
| Lever | What Kav does here | What you measure |
|---|---|---|
| Fewer repeat contacts | Appointment and location questions are answered from the scheduling system. | Reception calls and messages that are pure "when" or "where" lookups. |
| Faster when a person steps in | A handover carries the conversation, so reception does not start from "how can I help?". | Handling time on transferred contacts. |
| Out of hours, every channel | A patient gets appointment details at night, on the channel they already use. | Evening and weekend contacts, and missed calls that were really lookups. |
| Fewer errors and rework | Times and rooms come from the scheduling system through a template; the assistant does not type them. | Wrong-time and wrong-room complaints. |
| Revenue kept | Reschedule is one tap from the answer, so a patient who cannot attend moves the slot rather than not turning up. | No-shows and late cancellations, before and after. |
| Compliance and audit | Health data runs under the strictest policy by default, and every staff view of personal data is an audit record (the audit ledger nobody can edit). | Time spent preparing for a privacy review. |
Work out your own number
- Sample a week of front-desk contacts and count the pure lookups.
- Cost per contact = reception hours × loaded hourly cost ÷ contacts handled.
- Monthly value = lookups answered without a person × cost per contact, plus any no-show reduction you can measure in your own diary.
Work out your break-even from the published prices, or talk to us about connecting your scheduling system.