Customer Service Assistant Agent for Medical Clinics

Independent physicians and small clinics in Costa Rica relied on administrative staff (typically one secretary per 1–3 doctors) to handle appointment scheduling, rescheduling, cancellations, patient reminders, pre-appointment instructions, and post-consultation follow-up. This work happened primarily through the dominant communication channel for healthcare in the region.

A single secretary managed 80–120 channel of communication messages per day, with peak volumes during morning hours creating bottlenecks, missed messages, and delayed responses that led to patient no-shows and lost revenue.

Junto AI deployed a customer service assistant agent that operates through channel of communication and integrates directly with the physician’s consultation dashboard:

• The agent handles the full appointment lifecycle: scheduling, rescheduling, and cancellation — with real-time availability checking against the physician’s calendar.
• Automated appointment reminders are sent at configurable intervals (24h, 2h before). Patients can confirm, reschedule, or cancel with a single reply.
• The agent shares pre-appointment instructions, clinic location, payment information, and post-consultation follow-up notes — all sourced from the physician’s records.
• A RAG (Retrieval-Augmented Generation) system gives the agent access to the physician’s knowledge base: treatment protocols, FAQ responses, preparation instructions, and clinic policies. The agent answers patient questions using the physician’s own documented information, not generic responses.
• The physician’s dashboard displays a complete view of upcoming consultations, patient communication history, appointment status, and no-show tracking.
• Complex or clinical questions are escalated to the physician or staff with full conversation context preserved.

• $12,000+ in annual savings per physician — equivalent to the cost of one part-time administrative employee dedicated to appointment management and patient communication.
• Patient no-show rate reduced through automated reminders with one-click rescheduling.
• Average response time to patient inquiries dropped from 15–45 minutes (manual, dependent on secretary availability) to under 30 seconds (agent).
• Physicians gained a centralized dashboard for tracking consultations and patient interactions — replacing fragmented channel of communication threads and paper records.
• After-hours coverage: the agent handles scheduling and patient questions 24/7, capturing appointment requests that previously went unanswered until the next business day.