General practice
Digitale doktersassistent for GP practices
The practice in Zeist had two doktersassistenten, a phone that rang forty times between eight and half past, and a queue message that told patients they were seventh. The digitale doktersassistent answers now, finds the patient by date of birth in the practice system, books the appointment or the telephone consult into the slots the practice has opened for that day, takes the repeat prescription request and sends it to the pharmacy the patient names, and reads out whether a result is in without reading out what it says. Anyone who says the word chest pain, or anything near it, is put straight through to a doktersassistent with the triage screen already open. The assistants now start the day with the patients who need them, and the seventh caller gets a person on the second ring.
IT services
Support line triage for IT providers
A managed service provider in Utrecht had a support line where whoever rang first got the engineer, whether they had forgotten a password or lost a warehouse. The agent now answers, identifies the customer and the contract, asks what has stopped working and how many people it affects, resets what it is allowed to reset itself, logs the ticket with the right priority, and puts the outage through to the on-call engineer with the ticket already open. Password resets no longer wait behind a server that is down, and the engineer no longer takes the calls about them.
Driving schools
Lesson bookings for driving schools
A driving school in Amersfoort with nine instructors booked lessons by phone, and the phone was answered by an instructor who was, at that moment, in a car with a student. The AI receptionist now takes the call, finds the student in the planning system, offers only the slots their own instructor has free that week, books the lesson and texts the confirmation, and moves it again when the student rings from the bus to say they are running late. The instructors keep both hands on the dual controls.
How we work in Utrecht
Scoping is a call in Dutch or English, on Utrecht time, and the agent is built to the wording and the priority rules you sign off. It connects to the ticketing, planning or practice system you already run, is tested on recordings of your own callers, and every call is transcribed and kept in the EU. An organisation whose volume would be better served by one more person on the desk is told so before the build.
Where else we work
The same agents answer phones and work call lists for businesses in Noord-Brabant, Groningen and Drenthe, and the Netherlands page covers where else we are working this year.