AI agents for Arabic healthcare service desks.
A hospital service desk can answer almost anything a caller asks. The one thing it must never do is give medical advice, so that refusal is configured before anything else — and ChatSheba handles departments, doctor availability, appointment times and report collection around it.
The problem in healthcare operations
Patients need departments, doctor availability, appointment times, and report and payment information without waiting on a receptionist. Reception phone load is heavy and repetitive, and a service-desk agent must never cross into medical advice.
What passes through the front desk
- Appointments booked by specialty and time, without the queue at reception.
- Report pickup, payment and insurance questions, answered from the facility’s own information.
- Finding a department, or which doctor is on duty and when.
- A photo of a prescription or an ID card, received inside the conversation.
What the AI handles
- Lists departments and on-duty doctors and books appointments by specialty and time.
- Handles report pickup, insurance acceptance, and payment questions.
- Searches a directory of facilities by specialty, location, and working hours.
- Accepts voice notes and images — prescription photos, ID cards — as input.
- Refuses diagnosis, prescription, and dosage advice and routes symptom questions to a qualified doctor.
How Sheba fits
ChatSheba runs the patient-facing service desk across WhatsApp Business API and the web, with multimodal input; custom engineering connects it to scheduling and back-office systems. Both run inside your data boundary.
- See ChatSheba
Patient service desk: ChatSheba
It stops where medical advice would begin. Before that point it books appointments and answers department and report questions on WhatsApp and the web.
- See how AI agents work
Administrative agents
Clinical judgement stays with clinicians. An agent can match an appointment request to a department’s schedule or prepare a report handover.
- See Sheba Enterprise Platform
Internal knowledge for administrative staff: Sheba Enterprise Platform
Access starts with an evaluation. It is an environment where a facility’s staff reach its internal procedures, each within their role.
- Explore custom AI engineering
Custom links to scheduling systems
Built for one facility, to the standards of Sheba’s products, where the work needs its scheduling system and back-office records.
What runs behind the service desk
- ChatSheba, accepting voice notes and images.
- An AI agent that knows its limit and refers clinical questions.
- A knowledge base of departments, doctors and working hours.
- Custom engineering linking it to the scheduling system.
Compliance and data boundaries
Each healthcare deployment defines data boundaries, escalation triggers, and permitted and non-permitted answer types. Medical-safety guardrails are part of the agent configuration, and human escalation is treated as a control, not a fallback.
- PDPL-aware by design
- On-prem and regulated-residency paths
- Per-deployment data boundaries
- Human escalation as a control
Deployment pattern
A teaching hospital and a city medical directory run Arabic AI service-desk agents. The hospital agent lists departments and on-duty doctors, books appointments, and clarifies insurance and report pickup; the directory agent searches facilities by specialty and working hours. Both refuse medical advice and route symptom questions to a doctor. Non-clinical reception load drops, and a patient asking at night about a report or an insurance card is not told to call back in the morning.
How this pattern is set up
- Channels
- WhatsApp and a web chat widget
- Systems it reads and writes
- the scheduling system and back-office records
- Escalates to
- a qualified doctor on clinical queries
Part of 30+ production deployments across 14+ industries.
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