Front Desk Co-Pilot & FAQ Deflection

An assistant that handles the repetitive questions flooding reception, opening hours, location, parking, HICAPS and health funds, pricing, so front-desk staff can focus on patients in the chair instead of the phone.

Admin load & staffing

The pain point

Reception is overloaded and turnover is high. The front desk now juggles scheduling, billing, health-fund queries and financial conversations, and amid staff shortages three-quarters of practices cannot operate at capacity.

3 in 4

practices unable to operate at full capacity amid staff shortages

Rising

front-office burnout and turnover across Australian practices

How the chatbot solves it

Deflects routine, repetitive enquiries across website, chat and SMS with instant, accurate answers from a practice knowledge base. It resolves the easy 70 percent and cleanly hands off anything clinical or sensitive to a human, with full context.

Answers

Hours, location, parking, HICAPS, health funds, fees, what to bring.

Classifies

Routes intent to the right answer or the right person.

Deflects

Resolves routine queries without reception touching them.

Hands off

Escalates clinical or sensitive matters with context attached.

UX interaction diagram

End-to-end flow from incoming enquiry through intent classification to resolution or escalation.

flowchart TD A([Patient enquiry: web / chat / SMS]) --> B[Classify intent] B --> C{Type of question} C -->|Hours / location / parking| D[Answer from knowledge base] C -->|HICAPS / health fund / fees| E[Explain cover + claiming] C -->|Booking| F[Hand to booking assistant] C -->|Clinical / complaint / sensitive| G[Escalate to staff with context] D --> H{Resolved?} E --> H H -->|Yes| I([Query closed - no reception time]) H -->|Needs a person| G F --> I G --> J([Staff handle with full transcript]) classDef e fill:#f8ebe4,stroke:#b34a39,color:#2e2a26; classDef s fill:#f5e6da,stroke:#c2613d,color:#2e2a26; class G e; class I,J s;

Sample conversation flow

Weekday enquiry resolved without any reception involvement.

FriendlyBot