Case Study · Health Medic
Healthcare · Chat · March–August 2026
751 appointment requests.
2,065 patient conversations.
Six months. One AI chatbot, available around the clock.
Health Medic is a polyclinic in Novi Sad. We deployed an AI chatbot that answers patient questions and captures appointment requests, including outside reception hours.
Download PDF2,065
patient conversations
751
appointment requests
96.8%
of analyzed conversations without negative sentiment
24/7
availability
Production data, March to August 2026. Totals reconciled from monthly figures.
Before
Phone-only booking
- –Reception open weekdays 8 to 20 and Saturday mornings only
- –Closed Sundays and every evening
- –Patients waited on hold or gave up
- –Nights and weekends had no way to reach the clinic
After
AI chatbot, 24/7
- ✓Answers questions about services, prices, doctors and hours instantly
- ✓Guides patients through an appointment request
- ✓Recognizes intent: appointment, pricing, service info, or medical question
- ✓Sends completed requests to the clinic team for confirmation
- ✓Works every hour of every day, including when reception is closed
How it works
Question
Patient asks about services, prices or hours.
Intent
Chatbot recognizes what the patient needs.
Guidance
Collects name, contact and preferred time.
Handoff
Sends the completed request to the clinic team.
Confirmation
Team confirms the appointment.
Production results
Monthly conversation volume
179
Mar
363
Apr
344
May
361
Jun
404
Jul
414
Aug
Volume rose from 179 conversations in March to 414 in August, with month-to-month variation in between. Many conversations arrived outside reception hours.
What patients ask
96.8%
of analyzed conversations without negative sentiment
Why availability matters
2,065 conversations over six months, with the chatbot available every hour of the week.
Top requests: appointments for pediatrics, gynecology, internal medicine and check-ups, the same services patients call about most.
“751 appointment requests captured by the AI chatbot, which takes questions and requests around the clock, including when reception is closed.”
Production data
Health Medic, March–August 2026
Every hour has coverage now.
The chatbot takes questions and requests at any hour, including late on a Sunday, when reception is closed.
Bring us a real process
See what this could look like on your data.
Show us where patients or customers drop off outside working hours. We'll map the process and define how the result should be measured.
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