An AI colleague for your clinic: appointments, aftercare and repeat questions
In a clinic, Nova takes over the scheduling and repeat questions: booking and rescheduling appointments, practical aftercare questions, availability outside opening hours. Anything concerning someone's health or treatment goes to a human — not because it is technically impossible, but because health data is a heavier category and a wrong answer costs more there than elsewhere.
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The problem in this sector
80% of incoming questions are about price and timeline. The secretariat answers the same 3 questions 6 times a day.
| Aspect | For this sector |
|---|---|
| Channels | E-mail · WhatsApp |
| Own knowledge | Treatment info, prices and conditions — secure in the EU |
| Volume per day | 1500 messages (200/hour) |
| Expected outcome | 85% of price and scheduling questions answered right away, instead of hours later. |
That table is an example configuration, not a measured average. We do not yet have clients in production, so there are no field figures to show — and invented figures are worse than none. What it shows is the setup we would propose for this type of business, with the volumes that go with it.
Where the limit sits
Health data is special category data and requires a stricter regime than ordinary customer data. On top of that comes article 22 GDPR: a decision that significantly affects someone may not be taken solely by automated means. In practice: the AI schedules and informs, the practitioner assesses.
Concretely, these are the things Nova does not do on its own here:
- Assessing complaints or symptoms, not even to judge urgency — triage stays human work.
- Sharing results, record data or treatment information, not even when the patient asks themselves.
- Refusing an appointment or moving someone down the waiting list; proposing is fine, deciding is not.
That limit does not live in a setting someone can flip by accident; it is established up front. That is the difference between a system you know the behaviour of and one you find out about afterwards.
The general rules on automated decision-making and transparency are set out in AI and the GDPR for SMEs and the AI Act for SMEs.
How it starts
It starts with a fifteen-minute intake call where we look at which work recurs in your case and lends itself to being taken over. We then analyse your existing communication from the past 90 days, so Nova learns your tone rather than a generic one. A shadow week follows in which it prepares drafts for you to review — only once that is right does it start sending on its own.
That shadow week is not a formality. It is the moment where it becomes visible which work the AI genuinely handles and which work should stay with a human — and that differs more per business than per sector.