Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Allergy & Immunology
A reaction doesn't wait for business hours. Neither does the phone.
People ring an allergy and immunology practice frightened: a child's face swelling after a first taste of egg, an adult whose throat feels tight after a wasp sting, a parent trying to work out if the hives can wait. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: calm on a scary call, and built on the actual regulatory obligations of allergy and immunology care in Australia.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The call about a reaction is the one nobody should miss.
A reaction doesn't book ahead
A rash that spread after dinner, lips that puffed up after a new food, a sting that has an arm swelling: these calls arrive in the evening and on weekends, from someone anxious who will ring the next number if voicemail answers. The agent picks up, steadies them, and captures the enquiry properly.
More than a message pad
The agent answers questions about your immunologists, your allergy testing and immunotherapy services and how referrals and booking work from an approved knowledge base, then captures name, number, reason and urgency, or books directly into your practice software where enabled. It never advises on an allergen challenge or when a desensitisation dose is due.
Anaphylaxis scripting, built in
Difficulty breathing, throat or tongue swelling, or a collapse after exposure: these are not messages for the morning. The agent runs your configured anaphylaxis guidance first, before anything else, tells the caller to phone triple zero and frames the adrenaline action plan immediately, then alerts your nominated contact.
A reaction is never the next available slot
The words that decide whether it can wait.
When someone rings an allergy line, the agent doesn't diagnose and it doesn't reassure. It reads the situation against your configured anaphylaxis and red-flag guidance, gives the caller the exact holding script for the next few minutes, and flags it to your team straight away. Here is how it sorts the three things an allergy line has to get right.
Call triple zero: the anaphylaxis tier
Difficulty breathing, a tight or swelling throat or tongue, dizziness or collapse after exposure to a known or suspected trigger: the agent recognises these, tells the caller to phone triple zero now, to use an adrenaline auto-injector and follow the action plan if they have one, and lie flat. It does not offer tomorrow's appointment as the alternative, and never talks anyone out of emergency care.
Same-day: worried but not anaphylaxis
Hives spreading with no breathing trouble, a mild reaction after a new food, a sting that is swelling but nothing more: the agent doesn't call it routine and doesn't reassure it can wait. It captures with same-day urgency, tells the caller the clinical team will contact them today, and points them to healthdirect on 1800 022 222, their GP, or an emergency department if anything worsens.
Consent: whose information it is
Allergy and immunology records are health information, so authority matters. When the call is about a child the agent confirms a parent or guardian before it discusses details, gives an unverified caller nothing, and treats a request to change or pause an immunotherapy plan as a decision for the practitioner, not the phone.
Hear it yourself
Hear it handle the hard calls. This demo clinic is almost ready.
We build each specialty's guardrail layer from its own primary sources before we let the agent answer a single call, so the allergy and immunology demo clinic isn't live to ring just yet. Tell us it's your field and we'll email you the moment it's ready, and you can hear Luna's voice range right here in the meantime.
Wattle Allergy & Immunology · fictional practice, Melbourne
Demo coming soonWattle Allergy & Immunology is on its way
We build each specialty's guardrail layer from its own primary sources before we let the agent answer a single call, so this one isn't live to ring just yet. Tell us it's your field and we'll email you the moment your demo clinic is ready, and you can hear the voice range right here in the meantime.
Over twenty specialty demo clinics are already live to ring, from GP, paediatrics and dermatology to bariatric, vascular and psychology.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
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Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
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Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
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Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
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Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
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Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
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Barry · Helper
Inviting, friendly male for customer support and product videos.
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Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
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Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
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Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
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Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
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Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
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How she's trained
Five layers deep. From reception craft to your own protocols.
Reception craft
Natural Australian conversation, a calm register for a frightened caller, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and National Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The allergy and immunology canon
The Australasian Society of Clinical Immunology and Allergy standards and anaphylaxis action-plan guidance, the Royal Australasian College of Physicians immunology and allergy training standards, and the Medical Board of Australia's Good Medical Practice, distilled into anaphylaxis and same-day triage, consent and authority discipline, no advice on allergen challenges or desensitisation timing, and specialist-title accuracy, with rules that cite their sources.
Your practice
Your immunologists and their exact titles, your nurses and allied staff, your services, fees policy and hours, your referral and consent stance, plus your own materials: pre-appointment and antihistamine-washout instructions, patient information sheets, action-plan and aftercare notes, and a specialised go-live questionnaire about how your practice actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off, and never self-retraining on its own.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your board, your indemnifier and AHPRA would ask is what it says on a recorded line at 9pm to a frightened caller with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the Australasian Society of Clinical Immunology and Allergy's standards and anaphylaxis action plans, the Royal Australasian College of Physicians training standards, the Medical Board of Australia's Good Medical Practice, AHPRA advertising guidelines, and the Australian Privacy Principles. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, the state acute-care and ambulance pathway, jurisdiction privacy law.
✓ in build
Allergy & immunology
Anaphylaxis and same-day escalation, consent and authority discipline, no advice on allergen challenges or desensitisation timing, specialist-title accuracy.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Medical Board of Australia
Good Medical Practice: a code of conduct for doctors · scope of practice and escalation · specialist registration and protected titles
ASCIA
Australasian Society of Clinical Immunology and Allergy standards · anaphylaxis action plans and the adrenaline-first response
RACP & immunology standards
Royal Australasian College of Physicians immunology and allergy training standards · adult and paediatric position statements
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) on health information and consent · TGA advertising rules · ACCC advertising guidance
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records and consent-for-minors law
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your immunologists and their correct titles, your nurses and allied staff, services, fees policy, hours, referral and consent stance, anaphylaxis and red-flag pathways and escalation contacts, plus your own materials: pre-appointment and antihistamine-washout instructions, patient information sheets, action-plan and aftercare notes. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with an allergy-specific test script, anaphylaxis escalation, consent discipline and the no-advice-on-challenges-or-desensitisation-timing rules included. It must pass every probe before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things practice managers actually ask us.
Does the caller know it's an AI?
Always. Every call opens by saying it's an AI assistant and that the call is recorded, and it confirms it plainly if asked. That disclosure is fixed at the compliance layer; no clinic setup can remove it, which also satisfies the strictest Australian recording-consent standard.
Where do recordings and transcripts go?
They contain health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
How does it handle a suspected anaphylaxis after hours?
It runs your configured anaphylaxis guidance before anything else. Difficulty breathing, throat or tongue swelling, or a collapse after exposure sends the caller straight to triple zero, with the adrenaline action plan framed immediately: use an auto-injector and follow the plan if they have one, then lie flat. A worried-but-stable caller is captured with same-day urgency and pointed to healthdirect on 1800 022 222 if anything worsens. It gives the immediate steps, raises an urgent alert to your nominated contact, never diagnoses, and never talks anyone out of emergency care.
Will it advise on allergen challenges or immunotherapy timing?
No. The agent doesn't advise on whether or when to attempt an allergen challenge, and it doesn't tell a patient when a desensitisation or immunotherapy dose is due or safe to change, because those are decisions for your clinician. It captures the enquiry for your immunologist, points urgent safety questions to healthdirect, a pharmacist or GP, and never reassures or alarms a caller on the phone.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. It confirms the caller's identity or parental authority first, and where a current referral is usually needed for a Medicare-rebated specialist consultation it explains the pathway. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like a reaction depends on it.
Because sometimes one does. Book a discovery call and we'll walk you through how the agent handles anaphylaxis, consent and immunotherapy questions, plus exactly what setup looks like for your practice.