● Result
+60%more chat traffic absorbed, without new headcount
Yong Kang TCM Clinic
Multi-branch TCM clinic replaces 30-minute peak-time replies with sub-5-minute responses and 20% more bookings.
Yong Kang TCM, founded 2003, was leaking bookings to slow replies and branch-by-branch complexity. The team at Volty built them an AI agent that routes WhatsApp inquiries to the right branch, the right physician, and the right slot, and hands off cleanly when a human is needed.
Updated
The Challenge
- WhatsApp inquiries grew faster than reception could reply
- 30-minute response times during peak periods
- Each branch ran a slightly different schedule and offering
- New hires took weeks to learn the cross-branch catalog
- Under pressure, experienced staff still made small errors
Simple WhatsApp queries turned into an overwhelming flood of inquiries. With multiple branches, our staff struggled to keep track of our diverse offerings, especially when it came to answering customer queries.
The Solution
The team at Volty built Yong Kang an AI Customer Engagement Agent on WhatsApp (the channel patients already use), trained on the clinic's services, physician roster, and branch-level availability. The agent reads every patient inquiry, identifies the relevant branch, checks current physician availability and consultation logic, and replies with the right options in real time. Standard FAQs are handled instantly. High-intent inquiries are guided toward a booked appointment, not just answered.
When a query needs a human (a complex case, a clinical question, a returning patient with specific context), the agent hands over to reception with the full conversation history attached. Patients never repeat themselves. Enterprise-grade data protection, hosted in Singapore.
With better data insights, our service team can focus on higher-value work like planning promotions and driving customer engagement.
The agent loop
- 01
Read & identify
Reads the patient's inquiry and identifies which branch and service the patient is asking about.
- 02
Check availability
Cross-checks current physician availability, branch schedule, and consultation room logic in real time.
- 03
Reply & book
Sends slot options the patient can confirm directly in chat, then writes the booking back.
- 04
Hand over cleanly
When a query needs clinical judgment or a returning-patient context, reception gets the full conversation history attached.
Key results
Response time
30 minutes → under 5 minutes
Chat traffic
+60% (24/7 availability)
Bookings
+20% across branches
Reception team
freed for promotions and complex cases
New-hire onboarding
agent carries the cross-branch catalog
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Not convinced? Hear more from our CEO and Volty
Meta now charges for WhatsApp replies. Here's what it means for your business, October 8, 2026