AI customer support for healthcare
Internet hospitals, health management, aesthetic clinics — AI handles appointments, medication and follow-ups; anything sensitive escalates to a human.
Recommended stack
ChatwootRasaRAGFlowOllama
Monthly cost
$200 - $800
Compliance notes
Health-data protection. Every AI reply must disclaim "not medical advice." Emergency keywords trigger human takeover.
Key challenges
- Highly sensitive health data (HIPAA / regional health data laws)
- AI cannot diagnose — strict line between "health info" and "medical advice"
- High volume of repetitive questions (booking, insurance, locations)
- Emergencies must escalate immediately
The boundary you must draw#
First principle: AI handles process; humans handle diagnosis.
| OK for AI | Must escalate |
|---|---|
| Booking, doctor schedules | Symptom interpretation, dosage adjustment |
| Hospital location, parking | Emergency keywords — pain, bleeding, breathing |
| Insurance scope, copay | Mental-health crisis, self-harm |
| Follow-up reminders, report download | Post-op complications |
Recommended architecture#
Compliance design#
- Auto-append disclaimer: “This is informational, not medical advice. Consult a licensed clinician.”
- Emergency keyword dictionary maintained by medical staff; matching escalates to on-call clinician
- Redact PHI before LLM calls — strip names, IDs, phones; re-inject in the reply
- Local inference only — health data stays on-prem
Knowledge-base tiers#
| Tier | Content | Cadence |
|---|---|---|
| L1 public | Hospital info, processes, insurance policy | Monthly |
| L2 semi-private | Authenticated user appointments, billing | Real-time |
| L3 private | Medical records, lab reports | Strictly authorized; never indexed for RAG |