TL;DR
The agent answers only from your clinic's knowledge base and rules. If a question falls outside them, it says it does not have that information, records the question and offers a callback or a transfer. Flows are tested with your team before go-live.
The full answer
It is instructed never to invent prices, availability, doctors or policies. Unanswered questions appear in the summary, so your team can call back and add the answer to the knowledge base.
Like any AI, it can occasionally misunderstand. That is why every flow is validated with you first, every call is logged, and a human is always available on request.
Also asked as
- What if the AI cannot answer a detailed question?
- What happens when asked something outside the knowledge base?
More in Safety
Last reviewed . Answers describe the service as it ships today; anything specific to your clinic is confirmed on the demo call.