Urgence Docteurs

The Challenge

Urgence Docteurs, a leading French telemedicine provider, was drowning. Their call center was overwhelmed with non-urgent calls — password resets, appointment scheduling, basic health questions — while real emergencies waited in the queue.

Medical staff were spending their time on tasks that didn't require medical expertise. Average wait time had ballooned to 12 minutes, and patient satisfaction was dropping. The team needed a way to triage incoming requests so doctors could focus on what matters: patients in genuine need.

The Solution

We built an AI triage chatbot specifically designed for the medical context — where safety is non-negotiable. The system uses Claude as its foundation (chosen for its superior instruction-following and safety characteristics).

• Symptom assessment: The AI evaluates patient symptoms through a structured conversation, following validated medical triage protocols
• Urgency categorization: Each case is classified into urgency levels, with emergencies immediately routed to doctors
• Appointment scheduling: Non-urgent cases are automatically booked into available slots
• Human escalation: Any uncertainty triggers immediate transfer to a human medical professional — the system errs on the side of caution

The Results

Medical staff are now freed to handle critical cases that genuinely require their expertise, while routine inquiries are handled instantly and accurately by the AI.

Tech Stack