AI Disclosure & Safety Policy
We believe in complete transparency about how AI is used in AES-CRM. Here's what our AI does, what it doesn't do, and how we keep humans in control.
AES-CRM's AI tools assist with enquiries and bookings. They do not provide medical advice or replace clinical judgment.
Where AI is Used
AI Chatbot
Our chatbot handles initial patient enquiries, answers common questions about services, and helps schedule appointments.
- Answers opening hours, location, services
- Collects enquiry information
- Schedules callbacks and appointments
Automated Communications
AI helps personalise and send appointment reminders, follow-ups, and review requests.
- Appointment reminders (SMS/email)
- Post-appointment follow-ups
- Review request timing
AI Voice Assistant
Our voice AI can handle simple phone enquiries and route calls appropriately.
- Captures missed call information
- Routes to human staff when needed
- Provides basic clinic information
Lead Prioritisation
AI helps identify high-intent leads and suggests follow-up timing.
- Lead scoring based on behaviour
- Follow-up timing suggestions
- Workflow automation
What AI Does NOT Do
Clear boundaries protect patients and clinics. Our AI is explicitly designed to stay within safe, non-clinical limits.
No Medical Diagnosis
AI never attempts to diagnose conditions or symptoms. It will always recommend speaking with a clinician.
No Treatment Advice
AI does not recommend treatments, medications, or procedures. Treatment decisions are for qualified clinicians only.
No Emergency Handling
AI is not designed to handle medical emergencies. It will direct patients to call emergency services immediately.
No Clinical Decisions
AI outputs are assistive and informational. All clinical decisions remain the sole responsibility of qualified practitioners.
No Prescription Information
AI will not provide information about specific medications, dosages, or interactions.
No Second Opinions
AI will never offer opinions on clinical matters or suggest alternatives to professional medical advice.
Human Escalation Paths
Every AI interaction in AES-CRM has a clear path to human support. The AI is trained to recognise when human involvement is needed and will proactively offer handoff.
- Immediate Staff Handoff
Patients can request to speak with a human at any time
- Automatic Escalation Triggers
Medical keywords, distress signals, and complex queries trigger human review
- Staff Notifications
Staff receive alerts for conversations requiring attention
Emergency Response Protocol
Logging & Audit Trail
Every AI interaction is logged for safety, compliance, and quality assurance. This allows clinics to review conversations and identify any issues.
Full Conversation History
Timestamped Actions
Exportable Records
Our Commitment
We continuously improve our AI safety measures and update this disclosure as our technology evolves. We welcome feedback and questions about our AI practices.
Contact our team with AI questionsRelated Documents
Questions about our AI?
Our team is happy to discuss how we use AI responsibly and answer any concerns.