An AI voice agent is valuable to a clinic not just because it can talk to patients. The real value begins the moment a conversation turns into a concrete action.
That's exactly why we've built an instadial integration with IS “Ārsta Birojs”. It is a healthcare information system used by medical practices, clinics, health centres, hospitals and dental practices in Latvia.
This is an important step in instadial's development and, at the same time, a practical opportunity for healthcare and medical institutions that want to bring voice AI into their daily work without building a separate solution cut off from their other processes.
Why isn't a conversation enough on its own?
A patient calls the clinic with a specific need: to find the right specialist, check available times, book a visit, change an existing appointment or let the clinic know they can't make it.
If the voice agent listens to the patient and sends the administrator a summary of the call, part of the work is already done. But the front desk still has to open the booking system, check the calendar, enter the information and get back to the patient.
The integration lets the voice agent create, reschedule or cancel appointments during the call, directly in the system the clinic uses every day.
Less retyping. Fewer steps across multiple systems. Less risk that a patient's request stays in someone's notes or waits until the next working day.
What does the integration mean for a clinic?
Depending on the medical institution's needs, the chosen scenario and the available configuration, the instadial AI voice agent can:
- answer incoming calls around the clock or only during hours set by the clinic;
- talk to patients in Latvian, Russian and English;
- find out the reason for the call and the service the patient needs;
- check the availability of specialists or services;
- help book a visit;
- handle requests to reschedule or cancel an appointment;
- share clinic-approved information about opening hours, location, preparing for a visit and other frequently asked questions;
- send a confirmation or another notification set up by the clinic;
- hand a complex or non-standard question over to an administrator.
This doesn't mean every clinic has to automate everything at once. For one, the best place to start may be handling calls after hours. For another - answering during the busiest morning hours. For yet another - rescheduling and cancellations, so the front desk doesn't spend time on repetitive, predictable tasks.
What can this look like in a patient call?
A patient calls the clinic after hours and says they'd like to book an appointment with a dermatologist.
The instadial voice agent states clearly that the call is being handled by a virtual assistant, then finds out which service is needed and what time suits the patient. Following the logic set by the clinic, it checks availability in the IS “Ārsta Birojs” system and offers suitable times.
The patient picks the time that suits them best, and the booking details are passed to the system. If the request falls outside the automated scenario, needs a staff member or the situation is unclear, the agent doesn't try to interpret it on its own, but acts according to predefined rules and hands the question over to the clinic's team.
For the patient, it's a single conversation. For the clinic - a structured process with no manual retyping of information.
Why is the integration with IS “Ārsta Birojs” an important step?
IS “Ārsta Birojs” is a comprehensive healthcare information system designed to manage the work processes of medical institutions. Its solutions are tailored to institutions of different sizes and profiles - from individual practices to health centres and hospitals.
The system lets you manage patient information, calendars, payments and other work processes of a medical institution, and use integrations with E-veselība (Latvia's e-health system), laboratories and other systems.
The instadial integration adds one more access point to this digital work environment - the patient's voice.
This matters because the phone is still one of the main communication channels in healthcare. The voice agent complements the clinic's existing self-service options by giving patients one more convenient way to book, reschedule or cancel a visit - in a phone call.
For many people, a conversation is the simplest way to explain what they need and get a clear next step.
Our goal isn't to replace this way of communicating. The goal is to make sure the clinic can respond to it even when staff are busy, working hours are over or several patients are calling at once.
Not replacing the front desk, but reducing its load
The front desk of a medical or healthcare institution does far more every day than just pick up the phone. Administrators deal with non-standard situations, coordinate changes, help patients in person and keep the clinic running.
That's exactly why their time shouldn't be spent on tasks that are repetitive and governed by clear rules.
The AI voice agent can take on the first stage of the conversation and routine requests. Staff, in turn, step in for the cases that call for professional judgement, empathy or a non-standard solution.
This division of work lets a clinic:
- reduce the number of unanswered calls;
- handle several calls at the same time;
- stay reachable for patients outside regular working hours;
- reduce manual data entry;
- free up front-desk time for more complex questions;
- keep patient service rules consistent.
Safe implementation starts with clear boundaries
In healthcare, it isn't enough for a solution to be convenient. It has to be controllable, transparent and adapted to the specific clinic's processes.
That's why, for every implementation, we define together with the clinic:
- which calls the agent handles;
- what information it may provide;
- what actions it can take in the system;
- in which cases the call must be handed over to a staff member;
- how access and the processing of personal data are managed;
- which metrics will be used to evaluate the results.
The instadial voice agent does not give diagnoses and does not replace a medical professional. Its job is to help organise patient communication and carry out administrative actions approved by the clinic.
Start with one specific scenario
The integration with IS “Ārsta Birojs” makes much broader automation possible, but the most successful implementations usually start with one clearly measurable task.
For example:
- answering calls in the evenings and at weekends;
- taking over calls when the front desk doesn't answer within a set time;
- automating bookings with one specialist or for one service;
- handling rescheduling and cancellations;
- relieving the front desk during peak call hours.
After the first stage, you can assess the number of calls, the share of requests resolved, the front-desk time saved and the patient experience. Only then is it worth expanding the scenario.
The next step for clinics using IS “Ārsta Birojs”
We're excited about this integration because it makes bringing voice AI into Latvia's medical and healthcare institutions far more practical. A patient's call is no longer a standalone communication event - it can become an orderly part of the clinic's workflow.
