You decide when Servus KI answers and when it transfers.
Inside consultation hours, outside them, on holiday, on public holidays: for every situation you define what should happen. Transfer, record the request or give information. Servus KI follows your rule, not a default of ours.
What is behind it
01
Two separate rules: inside and outside hours
During consultation hours Servus KI can transfer if somebody is free at your end. Outside them it records the request instead of ringing into the void. You set both separately.
02
Holidays are entered, not forgotten
You enter holiday dates, and the system blocks Austrian public holidays automatically. Holidays take priority over the regular opening hours, even if Tuesday is normally a consultation day.
03
On your key words the call is transferred immediately
You define which key words make Servus KI put the call straight through to your practice or point to the emergency number. In one of our practices the word "heart" is enough. Servus KI makes no medical judgement, it follows your rule.
04
When nobody is speaking any more
If the line goes quiet, Servus KI asks whether anyone is still there and only then ends the call. No caller is left hanging on a line where nothing is happening.
How it works in practice
- 1
Tuesday, 11:20, consultation hours. Both lines are busy. Servus KI answers, records the request and offers an appointment.
- 2
Tuesday, 19:40, outside consultation hours. Servus KI answers with your greeting, says when the practice is reachable again and records the request. The next morning it is in the call list.
- 3
Wednesday, 8:05. A caller mentions chest pain. Because "heart" is entered as a key word, Servus KI transfers immediately without further questions.
With and without
Today
- Outside consultation hours the phone rings into the void, or an answering machine takes it and somebody has to listen to it in the morning.
- During the holidays last year's recorded message is still playing.
- Whether a call is transferred depends on who picks up and how busy it is.
- Whoever is stuck in the queue eventually hangs up. You never find out who that was.
With Servus KI
- The request is recorded, summarised and categorised by the time you open up.
- Holiday dates are entered and take priority.
- It depends on a rule you have defined.
- Every call is recorded, including the ones you could not take yourself.
Related
Frequently asked questions
What happens with an emergency call?
You define which key words make Servus KI transfer straight to your practice or point to the emergency number. Servus KI makes no medical assessment. This rule is defined together with you during setup and can be changed at any time.
Do patients notice they are speaking to an AI?
Often not. Our reference practices report that most callers do not notice. Your greeting plays a part, and you can point it out explicitly if you want to.
Does Servus KI understand dialect and older patients?
In the vast majority of cases, yes. If a request stays unclear, the call is transferred or marked for follow-up instead of guessing. Those are exactly the cases you see in the list afterwards.
What about German public holidays?
The automatic holiday block is currently set for Austria. For practices in Germany we enter the public holidays during setup.
