The Knowledge Base acts as your digital reception handbook.
1. Knowledge Base Setup
It contains all the information your receptionist would normally use to answer patient questions.
What to include:
Opening hours (clinic & phone lines)
Public holiday closures
Appointment availability rules
Services offered
Fees and billing information
On-site services (e.g. pathology, imaging, allied health)
Doctor availability and schedules
Important:
If information is not included, the AI cannot provide accurate answers.
Even if something seems obvious (e.g. Christmas closure), it must be documented.
2. Integration with Best Practice
The AI Receptionist integrates with your clinical system:
Detects appointment availability
Identifies when booking is not possible
Supports real-time scheduling
This ensures patients receive accurate responses when booking or enquiring.
3. Phone System Setup
To activate the AI Receptionist, coordination with your IT provider is required.
Works with systems such as 3CX (or equivalent)
Requires call routing configuration
Setup varies depending on your phone provider
4. Recommended Call Flow
A balanced call flow is essential for patient experience.
Suggested Structure:
Welcome Message
“Welcome to [Clinic Name]”
Optional Announcements
Closures
Flu clinics
Doctor availability
Patient Choice
Stay on the line → Human receptionist
Use AI → Book / cancel / reschedule
AI Handling
Immediate booking support
Answers common questions
Fallback to Human
Complex enquiries
New patient workflows (optional)
Any unsupported request