● 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. Voltade built them an AI agent that routes WhatsApp enquiries to the right branch, the right physician, and the right slot, and hands off cleanly when a human is needed.
The Challenge
- WhatsApp enquiries 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 catalogue
- 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
Voltade built Yong Kang a custom AI Customer Engagement Agent for TCM clinics, deployed on WhatsApp (the channel patients already use) and trained on the clinic's services, physician roster, and branch-level availability. The agent reads every patient enquiry, 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 enquiries 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. PDPA-aligned, hosted in Singapore, PSG-eligible, deployed in weeks, not months.
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 enquiry 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 judgement 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 catalogue
Running a clinic or multi-branch practice?
Show us a week of unanswered WhatsApp messages and we'll show you which appointments the agent would have booked.