Hospitals / Clinics

A hospital call center assistant for packages, prices, and doctor schedules

In short

The Phak AI call center assistant supports the agents who take calls. It does not talk to patients directly. Agents type questions about packages, prices, and doctor schedules and get answers from files the hospital keeps updated, with sources cited. They can answer callers on the same call without putting them on hold to ask another department.

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Web · Phak AI assistant

Question

Is an internist in Saturday morning? What does package B include?

Phak AI

Internists are in Saturday morning. Package B: basic blood tests, chest X-ray, urinalysis. Price per the current table.

Source: Monthly doctor schedule and package table, page 2

Staff reviewed and sent

Tell the caller, then transfer to appointments to book a slot.

An agent asks mid-call and gets an answer from hospital-updated files, with sources

Why hospital call centers put callers on hold so often

Information sits in separate files

Packages are in one file, doctor schedules in another, and promotions in a LINE group. One question means opening several places.

Information changes often

Doctor schedules change monthly or weekly, and packages are revised in cycles. Agents are not sure their information is current.

Transfers and back-and-forth

Even a slightly complex question means putting the caller on hold to ask another department.

New agents cannot remember it all

They rely on senior colleagues on the same shift, who are also on calls.

How the hospital call center assistant works

It starts with files the call center already uses. No HIS connection and no system overhaul.

Put service files in one place

Packages, prices, doctor schedules, and service information, in PDF and Excel, go into the knowledge base.

Assign file owners

Name who updates each file, such as marketing for packages and the medical office for schedules. The assistant always answers from the latest version.

Ask during the call

Agents type in Thai on the web. The assistant searches documents and Excel tables, then answers and cites the file it used.

Hand off when unsure

If the files do not have the answer, the assistant says so and does not guess. Agents route the question through the usual process.

Questions call center agents can ask

How much is the checkup package for women 40 and over, and what does it include?

Does the orthopedic doctor see patients on Saturday? What hours?

Does this package require fasting before the test, per the package document?

What time does this specialty clinic close on Sunday?

Which packages are promoted this month, and how do they differ from last month?

What we measure in the call center

Measured with the call center's own numbers, comparing before and after launch.

Handling time per call
Call transfer rate
Share of questions answered on the same call
Number of questions that need another department
Time for new agents to answer on their own

Scope of the call center assistant

What Phak AI does

Phak AI helps agents look up packages, prices, and doctor schedules from files the hospital keeps updated.
Phak AI helps answer general service questions, such as clinic hours and preparation listed in package documents.
Phak AI cites the source of every answer so agents can check it.

What it does not do

It does not talk to patients directly. Agents communicate with callers.
It does not give medical advice, assess symptoms, or recommend which doctor to see.
It is not a queue or doctor booking system, and it does not replace the HIS.
It does not use individual patients' health data or medical records.

Frequently asked questions

Can this assistant answer patients on LINE OA by itself?

This page covers an assistant for internal staff. If you want patients to ask directly after hours, our team first sets a clear question scope with the hospital. See the LINE assistant.

If a doctor's schedule changes suddenly, will the assistant know?

The assistant answers from files in the knowledge base. Once the file owner updates the file, answers follow the new version. Set clear owners and update cycles from the start.

Do we need to connect the HIS or appointment system?

No. The assistant uses existing package, price, and schedule files. It does not touch the HIS or medical records.

Talk to the Phak AI team

Tell us about your business. The Phak AI team will show you the systems that fit and plan the rollout with you, without replacing what you have.

1 Share your goalsWe help you rank the work where AI helps your business most.

2 See the system at workWatch it run on sample data from your business before you decide.

3 Install and go liveInstalled on your own dedicated server, connected to the systems you use.

Book a call Email hello@phak.ai