Case study
How MLClinic started answering every call
MLClinic is a medical and dental clinic in Cascais, Portugal, led by Dr. Mafalda Lobo, and was Loominary's first client. With a tailored AI agent answering the phone and WhatsApp, the clinic now books 22 more appointments a month, cut front-desk phone workload by 70% and no longer misses calls, 24 hours a day.
By Jorge Ferreira, founder of Loominary · LinkedIn·
Good morning, I've had a bad toothache since yesterday. Do you have a slot today?
Good morning, sorry about the pain. The clinic is closed today, but I have a slot on Monday at 9:00, the first of the day. Shall I book it?
Yes, please.
Booked for Monday at 9:00. Here's your confirmation, with the address and time. If the pain gets worse in the meantime, please go to an emergency service.
Appointment booked in the calendar · confirmation sent in this chat · team notified on Monday morning
MLClinic · Dental and aesthetic medicine · Cascais
+22
appointments a month
recovered appointments that used to be lost
-70%
front-desk phone workload
less time on the phone, more time with patients
0
missed calls
every call answered, 24 hours a day
The problem: one person at the front desk and three jobs
MLClinic's front desk had one person greeting patients, taking payments and answering the phone, all at the same time. When she was with a patient, the phone rang and nobody picked up. Out of hours, WhatsApp messages piled up until the next day. There was no record of how many calls were missed, because what isn't answered isn't logged anywhere.
The solution: an AI agent alongside the team
We installed an AI agent tailored to the clinic, connected to its phone and WhatsApp and to iMed, the management software the team already used. When the front desk can't pick up, the agent does: in European Portuguese, with the clinic's list of treatments, insurers and opening hours. It books the appointment directly in iMed and sends a WhatsApp confirmation. What the agent does in the calendar is explained on the iMed integration page.
- Calls: answered within seconds when the front desk is busy or closed
- WhatsApp: immediate replies, booking included
- Calendar: appointments recorded without the team's intervention
- Emergencies: routed to the first available slot or the right contact
The implementation
- 15-minute assessment of missed calls and messages
- Agent configured with the clinic's treatments, insurers and opening hours
- Connection to the phone, WhatsApp and calendar
- Two weeks of daily follow-up and fine-tuning of the answers
No service interruption and no change to the clinic's software.
What changed for the team
The front desk stopped interrupting in-person care to run to the phone. Out-of-hours bookings now appear in the calendar in the morning, already confirmed. Phone time fell by 70%. The 22 extra appointments a month didn't come from more advertising: they came from calls and messages that were already reaching the clinic and getting lost.
Frequently asked questions
Questions about this case
Are the numbers real?
Yes. They are the numbers from the first month with the agent answering, measured in the clinic's calendar and call logs. They are not projections.
Did MLClinic change its management software?
No. MLClinic uses iMed and the agent connected to that calendar through the iMed integration. The team kept working in the same tools.
Can I talk to the clinic?
Yes. With Dr. Mafalda Lobo's permission, we arrange a direct reference during the free assessment.
Want the same result at your clinic?
It starts with a free 15-minute assessment: how many calls you miss, how many appointments that represents and what it takes to recover them.