Healthcare Appointment Booking Chatbot
WhatsApp + website chatbot for a multi-specialty clinic — handling 85% of appointment bookings without human staff, with automated reminders reducing no-shows by 60%.
The Problem
A multi-specialty clinic with 8 doctors was taking all appointment bookings over the phone and a basic website form. The front desk handled 80–100 calls per day, with peak hours creating long hold times. 30% of appointments resulted in no-shows with no reminder system.
Our Solution
A GPT-4o-powered chatbot on WhatsApp and the clinic website that understands natural language booking requests, checks doctor availability from a Google Calendar integration, collects patient details, confirms the slot, and sends reminder messages at 24 hours and 2 hours before appointment. The chatbot also handles reschedule and cancellation requests.
Our Approach
Clinic Workflow Mapping
Observed front desk operations for 3 days. Categorised all inbound queries: booking (55%), FAQ (20%), reschedule (15%), billing/other (10%).
Booking Logic Design
Mapped speciality to doctor to availability slots (Google Calendar), booking window rules, and slot duration per appointment type.
Conversational AI Build
GPT-4o with a structured tool-calling setup: the model calls availability_check(), create_booking(), and send_confirmation() as needed.
WhatsApp & Web Widget
Meta Cloud API for WhatsApp. A lightweight JS widget for the clinic website with pre-chat name capture.
Reminder Automation
n8n scheduled workflows for 24h and 2h reminders via WhatsApp. Cancellations trigger instant slot re-release.
The Results
| Metric | Before | After |
|---|---|---|
| Reception Call Volume | 80–100/day | 20–30/day |
| After-Hours Bookings | 0 | 35% of all bookings |
| No-Show Rate | 30% | 12% |
| Booking Confirmation | 10–30 mins | < 2 minutes |
Tech Stack
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