The FAQ Agent
Deflect 60–85% of routine patient inquiries before they hit your call center. The FAQ Agent answers questions about services, doctors, locations, pricing, insurance, and preparation instructions — instantly, 24/7, in the patient's language, across every channel.
Humans for care. AI for everything else.
Humans for care. AI for everything else.
What it does
How the FAQ Agent works.
Most hospital call centers spend the majority of their time answering the same twenty questions: what's the opening hours, do you accept my insurance, how much does an MRI cost, where do I park, how do I prepare for a colonoscopy. The FAQ Agent handles every one of those inquiries the moment a patient asks — in Bahasa, English, Tagalog, Mandarin, Thai, or Malay — across WhatsApp, Facebook Messenger, Viber, LINE, and the hospital website.
It's grounded in your hospital's actual content — the service catalog, doctor directory, pricing tables, insurance panels, preparation instructions, and knowledge base. Not the LLM's training data. That means answers reflect what your hospital actually offers, updated the moment your content changes, with citations back to the source.
When a patient asks something the FAQ Agent can't answer — or something it shouldn't answer, like a clinical question — it escalates immediately to a human staff member with the full conversation context and any relevant patient record inline. No re-explaining. No orphaned tickets.
Example workflow
A day in the life of this agent.
Outcomes
What hospitals get from this agent.
Where it runs
Deploy the FAQ Agent on every channel your patients use.
FAQ
Common questions about the FAQ Agent.
What kinds of patient inquiries can the FAQ Agent handle?
Service and package information, doctor bios and specialties, opening hours, locations, pricing and insurance coverage, appointment procedures, preparation instructions, parking and directions, and general hospital policies. Any question that can be answered from your hospital's approved content library.
How accurate are the answers?
The FAQ Agent is grounded in your hospital's actual content and only answers when it has high confidence. When it's uncertain or the question falls outside its scope, it defers to a human staff member rather than guessing. Accuracy is measured continuously via structured evaluations against a hospital-specific test set.
Which languages does it support?
English, Bahasa Malaysia, Bahasa Indonesia, Tagalog, Mandarin, Thai, Vietnamese, Malay, and 90+ others. The agent auto-detects the patient's language and responds in kind. Hospitals can pin the agent to specific languages if patient populations are narrow.
What happens when it doesn't know the answer?
The FAQ Agent escalates the conversation to a human staff member with the full context — the patient's message, any prior exchanges, and their patient record if available. Staff pick up in one queue rather than five channel-specific inboxes.
How is it kept up-to-date?
The agent pulls from your hospital CMS, knowledge base, service catalog, and doctor directory in near real time. When your content team updates the pricing for cardiac screening at 10am, the FAQ Agent reflects it at 10:01. No retraining required.
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See how Bot MD can automate one of your patient workflows in 30 minutes.
Bring us a workflow — patient inquiries, appointment booking, pre-admission, patient education, surveys, remote monitoring, or campaign conversion. We’ll show how an AI Agent can handle it across chat, integrate with your systems, and escalate safely to your team.