Calls answered, and the booking ready for your desk

Sona books, moves or cancels visits. Medical questions go to a clinician.

Book a briefing Hear a real call

Screen recording of a call on the Live calls screen, 13 Nov 2026. Pauses are cut; the cards are added.

Real calls

Hear Sona answer the phone

Three calls to the clinic, as they sounded on the line. Pick one and press play; the words light up as they are said.

Books a visit

Sona
Hai, ini Sona dari Klinik Sejahtera Bangsar.
, Malay
Caller
Helo, assalamualaikum. Klinik dah tutup ke? Saya nak buat appointment untuk esok pagi, boleh?
, Malay
Sona
Waalaikumsalam. Sekejap ya, saya check waktu buka dan slot esok pagi.
, Malay
Caller
Sorry, can we do this in English? The earliest one tomorrow morning is fine.
, English
Sona
Your identity is verified, and your appointment is booked for tomorrow, Saturday 14 November, at 9.00 am with Dr Chan Yee Ling.
, English

Booked by phone

When: Sat 14 Nov, 9:00 am
With: Dr Chan Yee Ling
Saved: In the call log, with its Case

Hears a red flag

Caller
Hello? Tolong, my father suddenly got chest pain, very bad. He’s sweating and can’t breathe properly.
, Malay and English
Sona
If this is an emergency, call 999 now or go to the nearest emergency department. Do not wait for our reply. Our staff have been alerted.
, English

Red flag, staff alerted

First: The 999 line, word for word
Then: An urgent task for staff

Asks for a person

Caller
Can I talk to someone at the front desk?
, English
Sona
Okay, I’ll connect you to our front desk now.
, English
Sona
The transfer did not go through, so I’ve asked the front desk to call you back on this number.
, English

Call back for the front desk

Why: She asked for a person
With it: Sona’s summary of the call

Cut from three calls recorded on 13 Nov 2026. Pauses and some turns are cut.

How a call runs

Listens, checks, then acts

It takes turns like a person

Sona waits for the caller to finish, answers in the language they used and follows when they switch.

“Klinik dah tutup ke? Saya nak buat appointment untuk esok pagi, boleh?”

No red flag, model replies

Red flags come first

A rule in Sona’s code checks the caller’s words before any model replies. A red flag gets the 999 line, word for word, and staff are told.

Books a visitBooked by phone

Red flagStaff alerted

Asks for a personCall back

Every call is written down

The transcript, the outcome and any booking go into the call’s Case, so staff read why before they call back.

On the clinic’s linePhonic’s phonic-1 model, speech to speech.
On the calls aboveSona’s second voice engine: Soniox hears and speaks, Claude writes each reply.
For visit recordingsSoniox speech to text, with speakers told apart.

On the line

Your staff can watch every call as it happens

The Live calls screen shows each call word by word, with the Front desk Agent’s side marked, and every finished call underneath with its language and length.

Hours, directions and fees are answered on the call.
Bookings, moves and cancellations are made on the call, or held for the front desk.
A medical question is passed to a clinician, not answered by Sona.

Screen recording of a real call in English, with its sound and captions. Pauses are cut, and Sona hides the IC digits in the transcript.

After the call

Each call ends with an outcome someone can act on

A call the Agent hands to staff opens as a case. It lists what the Agent did, step by step, and its summary of the call, so whoever calls back knows why.

Voice, the AI phone line RM 699 a month

A Case in Sona Pro after a call: the Front desk Agent handed the call to staff because the patient asked for a person, asked for a warm transfer, and left a summary. The caller asks about a bill from Tuesday; identity not yet verified, no bill details discussed.

From a screen recording of Sona Pro: the Case of the third call above, where the caller asked for a person. Swipe sideways to read the whole line.

3languages on the phone: Malay, English and Chinese

500voice minutes included each month, then RM 0.80 a minute

RM 699a month per clinic for the AI phone line, excluding SST