Marta-Hemomadrid: AI Phone Assistant for Healthcare Appointments Management

We developed Marta, an AI-powered phone assistant for Hemomadrid, designed to support healthcare appointment operations while reducing repetitive administrative work. The assistant was built to answer common patient questions, assist with appointment booking and changes, validate insurance policy information, send reminders, and provide relevant guidance such as clinic location and authorization requirements through a structured knowledge base.

The implementation focused on integrating conversational AI into the clinic’s appointment workflow, enabling patients to interact naturally over the phone while automating routine administrative tasks. In addition, we designed a back-office dashboard concept to provide visibility into call activity, appointment operations, patient inquiries, sentiment analysis, policy validation outcomes, and other operational KPIs, giving the team a clear overview of the assistant’s performance.

Marta runs on the Autonex platform, developed with Axon/Axford, and is reachable by phone so patients can keep using the channel they already know. The knowledge base behind it was built to cover clinic specific information such as location and authorization requirements, so the assistant can answer accurately without escalating every routine question to staff.