Context
A private clinic with 15 practitioners and around 80 calls a day, concentrated between 8 and 10 am. Two front-desk operators, overwhelmed. Frequent complaints about booking delays and forgotten appointments.
The problem
Thirty percent of calls went unanswered at peak. Patients called several times to get a slot. There were no automatic reminders, and no-shows reached 15%.
What we built
We deployed a WhatsApp Business agent, bilingual Darija/French, connected to the clinic's agenda. It proposes free slots, confirms, sends a reminder 24 hours before and re-books absences. Complaints, medical questions and anything uncertain are handed to the front desk with the full context.
The agent runs on the same engine as UnoInbox: policy gate for Meta rules, consent ledger, audit log, and a human hand-over that pauses the AI the moment a person replies.
What we learned
Darija mattered more than any feature. The first version answered in formal Arabic and patients switched to calling. Rewriting the agent's voice in Darija doubled completion.