Nem's voice agent answers your clinic's phone. It is not a menu tree, and it is not a standalone booking bot. It is connected to the same patient, appointment, invoice, treatment and care plan records your staff work in, so it can answer a question about the person calling rather than only about the clinic.

What happens on a call

The agent greets the caller, works out what they need, and routes the conversation. Before it will discuss anything about a specific patient it verifies who is calling, and verification needs two independent factors, such as the number they are calling from plus a date of birth. One factor on its own is never enough. A caller who cannot verify is routed back to verification rather than let through.

What it can do for a verified caller

• Book an appointment, including registering a brand new patient during the same call, with a duplicate check first
• Reschedule or cancel an existing appointment
• Read out the caller's outstanding balance and their last payment
• Say which insurance carrier is on file and what its status is
• List the caller's upcoming or past appointments
• Go through past treatments, including what was charged and what is still owed
• Report care program enrolment status and the next scheduled contact

What it can do for anyone

• Answer questions about your clinic: hours, address, parking, accepted insurance, services, holidays, and your own list of common questions
• Quote a treatment's price and duration from your procedure catalogue
• Take a structured callback message, using the number already on file
• Transfer the caller to a named staff member, where you have configured one
• Point a caller with an emergency at the right emergency number for your country

What it will not do

The agent refuses clinical questions. It does not give medical advice, interpret a chart, discuss a diagnosis, or read out conditions and medications. Care program questions return status only, never clinical content.

It will not book on a day your clinic is closed. Opening hours, holidays and closures are checked on the server, so a closed day is a hard block rather than a suggestion the agent can be talked out of. When a caller asks for a closed day, the agent offers the next open one.

Booking you can trust

Appointments are written into the real appointment table inside a transaction, with a fresh conflict check at the moment of writing, a configurable gap between appointments, and a database constraint behind all of it as a last line of defence.

There is also a guard that owns the end of every call. The agent cannot finish a call claiming an appointment was booked unless the booking actually happened. Likewise, what Nem records as the outcome of a call is derived from what the agent actually did, not from what it said: a claim with no action behind it is recorded as reported rather than completed.

What is not built yet

Saying this plainly matters more than sounding complete.

• No outbound calling. The agent answers calls, it does not place them. Recall campaigns, no-show chasing and outreach calls are not available.
• No text messaging. The agent cannot send a text confirmation or reminder.
• No voicemail. Rather than recording a voicemail, the agent takes a structured callback message with the caller's preferred window and urgency.
• No routing between locations. An agent is tied to one clinic.
• No separate after-hours mode. Closed days are handled correctly inside scheduling, but there is no different out-of-hours greeting.

Languages, disclosure and recording

The agent runs in English and in Urdu. Calls carry the disclosures your configuration requires, including that the caller is speaking to an AI assistant and, where it applies, that the call is recorded. Recording consent follows a conservative reading of state law: where a state is ambiguous, Nem treats it as one that requires every party to agree.

How you control it

Every capability above is on by default and can be switched off for your clinic. The agent's own description of what it can help with changes to match what you have turned on, so it never offers something you have disabled.