● 成果
70%無須真人處理的查詢
Prologue Clinic
Prologue 的 AI 代理如何處理查詢，讓團隊專注於病人。
診所被重複的 WhatsApp 問題淹沒。Volty 團隊建立的代理現在負責每宗查詢的前段，並直接在 Plato 預約，使員工處理查詢的時間由每日三小時減至三十分鐘。
更新日期
The Lifestyle Medical Clinic
SL Aesthetic Group 旗下成員
挑戰
- 每日約 70 個 WhatsApp 對話，每個都由人手回覆，只限辦公時間。
- 同樣的問題不斷重複出現，員工整天把範本回覆複製貼上到 WhatsApp。
- 三分之一的查詢在非辦公時間送達，要等到翌日上午 9 時才有人處理，潛在客戶一夜之間便冷卻了。
- 每個查詢，無論是否合資格，都落在一個人身上，由他從第一個問題到在 Plato 預約時段，全程跟進。
- 預約轉化率一直偏低。
Before, we were managing a lot of repetitive enquiries and customers asking the same things. Our customer service had to copy the same template from their notes and paste it into WhatsApp.
解決方案
代理處理的事項
代理負責每宗查詢中重複的前段工作，把客戶關係留給團隊。它回答常見問題、篩選查詢、找出時段並確認詳情；員工在關鍵位置接手，即預約和個人化跟進。沒有人被取代，只是不再由真人做複製貼上的工作。而且它在非辦公時間也運作，所以下午10時的查詢可即時得到回覆，不會在一夜之間冷卻。
回頭病人毋須重複說明
代理會直接以姓名稱呼回頭的病人，毋須重新自我介紹，也毋須翻查記錄。以往這些都要花員工的時間，現在在對話開始之前已經完成。
一個代理，接入現有系統
在 WhatsApp 回覆。預約寫入 Plato。聯絡人同步到 HubSpot。它不是外加在旁的獨立工具，而是置身於診所已在運行的系統之內。
設計成不會亂猜
它信任已核實的病人記錄，多於模型可能編造的內容，在垃圾數據到達 Plato 或 HubSpot 之前拒絕，並在需要時轉交員工，而不是假裝完成預約。團隊始終掌握控制權。
於新加坡託管
企業級數據保護，託管於新加坡。
Now with automation, we deliver faster, more consistent responses, because the chatbot handles them. And the humans focus on the higher-value, personalised customer service.
;}.e{fill:%23eceef5;}.f{fill:%23ffc297;}.g{fill:%23dbe0ed;}.h{fill:%23bcc1ce;}.i{fill:%2300bf95;}.j{stroke:%233163da;}.j,.k{stroke-linecap:round;stroke-linejoin:round;stroke-width:0.8158px;}.k{stroke:%233163dc;}%3c/style%3e%3cclipPath%20id='a'%3e%3cpath%20class='a'%20d='M26.3763,7.2022,2.1325,15.736c-6.1427,20.12.7,46.3811,24.2438,55.0817C49.9234,62.1171,56.7628,35.8556,50.62,15.736Z'/%3e%3c/clipPath%3e%3c/defs%3e%3ctitle%3eAsset%201%3c/title%3e%3crect%20class='b'%20width='148.4585'%20height='78.0199'/%3e%3cpath%20class='c'%20d='M75.74,28.4153c4.2645,0,7.6067,3.4373,7.6067,9.1344s-3.3422,9.1661-7.6067,9.1661a5.8413,5.8413,0,0,1-5.22-2.7053v11.012H64.2827V28.6382H70.52v2.4826A5.7755,5.7755,0,0,1,75.74,28.4153ZM73.767,33.8577c-1.7505,0-3.2466,1.305-3.2466,3.692,0,2.4187,1.4961,3.7237,3.2466,3.7237s3.2461-1.3367,3.2461-3.7237C77.0131,35.1308,75.5176,33.8577,73.767,33.8577Z'/%3e%3cpath%20class='c'%20d='M85.9232,22.9413h6.2377V46.4929H85.9232Z'/%3e%3cpath%20class='c'%20d='M102.3125,28.4153a5.7565,5.7565,0,0,1,5.2516,2.7055V28.6382h6.2382V46.4929h-6.2382V44.0105a5.7935,5.7935,0,0,1-5.2516,2.7053c-4.2326,0-7.6062-3.4692-7.6062-9.1661S98.08,28.4153,102.3125,28.4153Zm2.0051,5.4424c-1.782,0-3.2461,1.2731-3.2461,3.692,0,2.387,1.4641,3.7237,3.2461,3.7237,1.7505,0,3.2465-1.305,3.2465-3.7237C107.5641,35.1627,106.0681,33.8577,104.3176,33.8577Z'/%3e%3cpath%20class='c'%20d='M118.3518,33.826h-2.1963V28.6382h2.1963V24.31h6.27v4.3283h3.2466V33.826h-3.2466v5.9832c0,.955.4139,1.3686,1.4642,1.3686H127.9v5.3151h-2.7053c-3.9468,0-6.8427-1.6549-6.8427-6.779Z'/%3e%3cpath%20class='c'%20d='M139.0694,46.7158c-5.3149,0-9.3249-3.4692-9.3249-9.1661,0-5.6652,4.0419-9.1344,9.3568-9.1344s9.3572,3.4692,9.3572,9.1344C148.4585,43.2466,144.3847,46.7158,139.0694,46.7158Zm0-5.41c1.5916,0,3.0553-1.1776,3.0553-3.7556,0-2.5461-1.4318-3.7237-3.0234-3.7237S136.11,35.0036,136.11,37.55C136.11,40.1277,137.4463,41.3053,139.0694,41.3053Z'/%3e%3cpath%20class='c'%20d='M26.3763,7.2022,2.1325,15.736c-6.1427,20.12.7,46.3811,24.2438,55.0817C49.9234,62.1171,56.7628,35.8556,50.62,15.736Z'/%3e%3cg%20class='d'%3e%3cpath%20class='e'%20d='M13.8951,42.8932H38.8579a10.77,10.77,0,0,1,10.77,10.77V72.7392a0,0,0,0,1,0,0H3.1256a0,0,0,0,1,0,0V53.6627A10.77,10.77,0,0,1,13.8951,42.8932Z'/%3e%3cpolygon%20class='f'%20points='34.033%2042.893%2026.376%2071.683%2018.39%2042.893%2034.033%2042.893'/%3e%3cpolygon%20class='g'%20points='34.198%2042.893%2026.376%2050.71%2018.555%2042.893%2026.376%2071.683%2034.198%2042.893'/%3e%3cpolygon%20class='h'%20points='26.376%2050.71%2021.623%2054.186%2018.555%2042.893%2026.376%2050.71'/%3e%3cpolygon%20class='h'%20points='26.376%2050.71%2031.13%2054.186%2034.198%2042.893%2026.376%2050.71'/%3e%3cpolygon%20class='c'%20points='26.376%2050.71%2023.428%2052.866%2025.134%2055.82%2026.376%2055.82%2026.376%2050.71'/%3e%3cpolygon%20class='c'%20points='25.134%2055.82%2023.513%2064.45%2026.376%2071.683%2026.376%2055.82%2025.134%2055.82'/%3e%3cpolygon%20class='b'%20points='18.555%2042.893%2013.88%2050.368%2018.912%2050.473%2015.794%2053.481%2026.376%2071.683%2018.555%2042.893'/%3e%3cpolygon%20class='c'%20points='26.376%2050.71%2029.325%2052.866%2027.619%2055.82%2026.376%2055.82%2026.376%2050.71'/%3e%3cpolygon%20class='c'%20points='27.619%2055.82%2029.24%2064.45%2026.376%2071.683%2026.376%2055.82%2027.619%2055.82'/%3e%3cpolygon%20class='b'%20points='34.198%2042.893%2038.873%2050.368%2033.841%2050.473%2036.959%2053.481%2026.376%2071.683%2034.198%2042.893'/%3e%3cpath%20class='i'%20d='M32.5221,16.107c2.0568-1.1307,2.6381,1.3089,2.6381,1.3089S33.6529,18.1638,32.5221,16.107Z'/%3e%3cpath%20class='i'%20d='M36.6492,19.8214V19.82a2.0456,2.0456,0,0,1-2.5737-.9788,1.4523,1.4523,0,0,1,2.2456.3645,2.7273,2.7273,0,0,1,.1767-2.6864c2.559,2.3115.1515,3.3021.1515,3.3021Z'/%3e%3cpath%20class='i'%20d='M37.5315,22.6966a2.1375,2.1375,0,0,1-2.3415-1.75,1.5772,1.5772,0,0,1,2.22.8937,2.767,2.767,0,0,1,1.024-2.3608c1.741,2.9584-.8577,3.2128-.9022,3.217Z'/%3e%3cpath%20class='i'%20d='M35.53,23.2276a1.5785,1.5785,0,0,1,1.7733,1.6455,2.9422,2.9422,0,0,1,2.1207-1.7813c.1974,3.59-2.3861,2.5528-2.3861,2.5528v-.0013A2.1728,2.1728,0,0,1,35.53,23.2277Z'/%3e%3cpath%20class='i'%20d='M20.2308,16.107c-2.0567-1.1307-2.638,1.3089-2.638,1.3089S19.1,18.1638,20.2308,16.107Z'/%3e%3cpath%20class='i'%20d='M16.1038,19.8214V19.82a2.0456,2.0456,0,0,0,2.5737-.9788,1.4524,1.4524,0,0,0-2.2457.3645,2.7271,2.7271,0,0,0-.1767-2.6864c-2.5589,2.3115-.1514,3.3021-.1514,3.3021Z'/%3e%3cpath%20class='i'%20d='M15.2215,22.6966a2.1375,2.1375,0,0,0,2.3415-1.75,1.5772,1.5772,0,0,0-2.22.8937,2.767,2.767,0,0,0-1.024-2.3608c-1.741,2.9584.8577,3.2128.9022,3.217Z'/%3e%3cpath%20class='i'%20d='M17.2226,23.2276a1.5785,1.5785,0,0,0-1.7733,1.6455,2.9424,2.9424,0,0,0-2.1207-1.7813c-.1974,3.59,2.386,2.5515,2.386,2.5515a2.1727,2.1727,0,0,0,1.5081-2.4156Z'/%3e%3crect%20class='f'%20x='15.6114'%20y='15.326'%20width='21.5301'%20height='28.7921'%20rx='10.765'/%3e%3cpath%20class='f'%20d='M37.61,26.0449h0a2.016,2.016,0,0,1,2.016,2.016v.2928A2.016,2.016,0,0,1,37.61,30.37h0a0,0,0,0,1,0,0V26.0449A0,0,0,0,1,37.61,26.0449Z'/%3e%3cpath%20class='f'%20d='M13.1269,26.0449h0a2.016,2.016,0,0,1,2.016,2.016v.2928a2.016,2.016,0,0,1-2.016,2.016h0a0,0,0,0,1,0,0V26.0449A0,0,0,0,1,13.1269,26.0449Z'%20transform='translate(28.2699%2056.4146)%20rotate(180)'/%3e%3cpath%20class='b'%20d='M25.3316,18.8591c1.1706-.3039,2.9643-1.0878,3.1543-3.0531v-.2672a10.81,10.81,0,0,0-2.1387-.2128h0a10.85,10.85,0,0,0-1.5.1045,4.2727,4.2727,0,0,1,.0915,2.9452A.3422.3422,0,0,0,25.3316,18.8591Z'/%3e%3cpath%20class='b'%20d='M34.81,25.7473a8.4371,8.4371,0,0,1-8.43,8.11h0a8.4371,8.4371,0,0,1-8.4305-8.11H15.0865v9.8935a11.29,11.29,0,0,0,11.29,11.29h0a11.29,11.29,0,0,0,11.29-11.29V25.7473Z'/%3e%3cpath%20class='b'%20d='M16.4955,24.43h.0316a1.409,1.409,0,0,1,1.409,1.409v8.8421a0,0,0,0,1,0,0h-2.85a0,0,0,0,1,0,0V25.8391A1.409,1.409,0,0,1,16.4955,24.43Z'/%3e%3cpath%20class='b'%20d='M36.2258,24.43h.0316a1.409,1.409,0,0,1,1.409,1.409v8.8421a0,0,0,0,1,0,0h-2.85a0,0,0,0,1,0,0V25.8391A1.409,1.409,0,0,1,36.2258,24.43Z'/%3e%3cpath%20class='j'%20d='M28.1473,35.5643a1.91,1.91,0,0,1-1.7708.9755h0a1.91,1.91,0,0,1-1.7708-.9755'/%3e%3ccircle%20class='c'%20cx='30.5199'%20cy='24.9123'%20r='0.8082'/%3e%3ccircle%20class='c'%20cx='22.233'%20cy='24.9123'%20r='0.8082'/%3e%3cpath%20class='k'%20d='M26.9987,24.5458l-1.723,6.3173a.8346.8346,0,0,0,.4587.9831h0a2.14,2.14,0,0,0,1.4314.1208l.342-.09'/%3e%3cpath%20class='a'%20d='M26.3763,7.2022,2.1325,15.736c-6.1427,20.12.7,46.3811,24.2438,55.0817C49.9234,62.1171,56.7628,35.8556,50.62,15.736Z'/%3e%3c/g%3e%3c/svg%3e)
代理如何預約
- 01
識別病人
回頭病人會被直接稱呼名字。毋須重新自我介紹，毋須調出記錄。
- 02
讀取意圖
它會判斷病人是想預約新的時間還是更改現有預約，並據此分流。
- 03
尋找時段
它會查出合適服務的空檔，並提供合適的時段。
- 04
先確認，再預約
它向病人確認詳情，然後將預約直接寫入 Plato。
- 05
同步及提醒
聯絡人會同步到 HubSpot，並由夜間任務在約 24 小時前發送 WhatsApp 提醒。
- 06
需要時轉交真人
如預約失敗，或員工已在對話中，它會轉交真人處理，而不會胡亂猜測。
主要成果
毋須真人處理的查詢
70%
員工處理查詢的時間
每日約 30 分鐘，原為約 3 小時
預約轉化率
約 70% 的查詢成功轉換
非辦公時間的查詢現已全部接住
佔所有查詢的 30%
開始您的免費試用
註冊即可享 7 日試用，無需信用卡。
仍未被說服？聽聽我們的行政總裁與 Volty 怎麼說
Meta now charges for WhatsApp replies. Here's what it means for your business, 2026年10月8日