Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · ENT & Audiology
Some calls are a blocked ear. Some are an airway that cannot wait.
A parent whose child is making a harsh, high-pitched noise with every breath doesn't need a voicemail and a callback on Monday. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is buried, or around the clock: warm with a worried caller, sharp on the airway and hearing presentations that cannot wait, and built on the actual regulatory obligations of ear, nose and throat surgery and audiology in Australia.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most valuable call your practice gets is the one nobody answers.
Ears and airways don't keep office hours
A child breathing noisily after a tonsillectomy, an adult who woke up deaf in one ear, a nosebleed that won't stop: these calls arrive in the evening and on weekends, from someone who is frightened and will ring the next number if voicemail answers. The agent picks up, stays calm, and captures the enquiry properly.
More than a message pad
The agent answers questions about your ENT surgeons and your audiologists, your procedures and how the referral pathway works from an approved knowledge base, then captures name, number, reason and urgency, or books into your calendar where enabled. It keeps the two professions distinct, so a caller is never sent to the wrong clinician.
Airway triage, built in
Stridor, drooling and struggling to breathe, a post-operative bleed, sudden hearing loss: these are not messages for the morning. The agent runs your configured escalation guidance first, before anything else, sends the right ones to 000, and alerts your nominated contact.
One phone line, two very different professions
The airway that cannot wait, and the ear that must not be left till Monday.
An ENT and audiology line carries booking enquiries, but also a few calls that are genuinely time-critical, and the caller usually doesn't know which one they're making. The agent doesn't diagnose and it doesn't reassure. It reads the situation against your configured escalation guidance, gives the caller the exact holding instruction, and flags it to your team straight away. Here is how it sorts the three things an ENT and audiology line has to get right.
Call 000: airway and stridor
A harsh, high-pitched noise with every breath, drooling, struggling to breathe, or heavy bleeding after throat or nose surgery can be airway-threatening, and every minute counts. The agent gives it zero benefit of the doubt, even when the caller downplays it: it tells them to phone 000 or go to the nearest emergency department now, does not offer a booking instead, and never talks anyone out of calling triple zero.
Urgent: sudden hearing loss
Hearing that dropped away in one ear over hours or a day is treated as urgent, not routine, because the window to act is short. The agent doesn't call it wax and doesn't say it can wait: it captures with urgent priority, tells the caller the clinical team will contact them promptly, and points them to their GP, healthdirect on 1800 022 222, or an emergency department if anything worsens.
Two professions, never conflated
An ENT surgeon and an audiologist do different work, and the agent keeps them apart. It uses each clinician's configured title, routes a hearing-aid or hearing-test enquiry to audiology and a surgical or airway matter to the ENT pathway, and never describes an audiologist as a surgeon or a surgeon as an audiologist.
Hear it yourself
Hear it handle the hard calls. The demo clinic is nearly ready.
We build each specialty's guardrail layer from its own primary sources before we let the agent answer a single call, so the ENT and audiology 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 the voice range right here in the meantime.
Soundline ENT & Hearing · fictional practice, Adelaide
Demo coming soonSoundline ENT & Hearing 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 ENT and audiology canon
The Australian Society of Otolaryngology Head and Neck Surgery standards for ear, nose and throat surgery, Audiology Australia's professional standards for hearing care, and the Medical Board of Australia's specialist-title rules, distilled into airway and stridor escalation, sudden hearing loss treated as urgent, hearing-device pricing read from configuration only, an ENT surgeon and an audiologist never conflated, and results never read out, with rules that cite their sources.
Your practice
Your ENT surgeons and audiologists and their exact configured titles, your procedures and hearing services, referral requirements, fees policy and consult fee, your escalation contacts and after-hours pathways, plus your own materials: pre-operative instructions, post-operative care sheets, hearing-device information, 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 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 Australian Society of Otolaryngology Head and Neck Surgery standards, Audiology Australia's professional standards, the Medical Board of Australia's specialist-title rules and 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, after-hours ENT pathways, jurisdiction privacy law.
● in build · v0.9
ENT & audiology
Airway and stridor escalation, sudden hearing loss treated as urgent, hearing-device pricing from configuration only, ENT surgeon and audiologist never conflated, results never read out.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
ASOHNS
Australian Society of Otolaryngology Head and Neck Surgery standards · ear, nose and throat surgical practice · airway and post-operative escalation
Audiology Australia
Professional standards and code of conduct for hearing care · scope of practice for audiologists · hearing-device guidance
Medical Board of Australia
Good Medical Practice: a code of conduct for doctors · specialist registration and protected titles · scope of practice and escalation
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · TGA advertising rules · ACCC advertising guidance
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records and medicines legislation
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 ENT surgeons and audiologists and their correct titles, your procedures and hearing services, referral requirements, fees policy and consult fee, escalation contacts and after-hours pathways, plus your own materials: pre-operative instructions, post-operative care sheets, hearing-device information. 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 ENT and audiology test script, airway and stridor escalation, sudden hearing loss urgency, device-pricing discipline and surgeon-versus-audiologist accuracy 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 an airway or hearing emergency after hours?
It runs your configured escalation guidance before anything else. Stridor, drooling and struggling to breathe, or heavy bleeding after throat or nose surgery is sent straight to 000 with zero benefit of the doubt. Sudden hearing loss in one ear is captured with urgent priority rather than graded as routine, and the caller is pointed to their GP, healthdirect on 1800 022 222 or an emergency department if it worsens. It gives the caller the immediate steps, raises an urgent alert, never diagnoses, and never talks anyone out of emergency care.
Will it quote hearing-aid prices or read out results?
No. It never invents a hearing-device price: device pricing is read from your configuration only, and where an assessment is needed to price accurately it books that with an audiologist instead of guessing. It also never reads out, confirms or hints at a hearing-test or scan result: the clinician discusses those directly, and the agent takes a message for a callback.
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 routes surgical enquiries to the ENT pathway and hearing enquiries to audiology, captures referral details where a referral is required, and otherwise captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like an airway depends on it.
Because sometimes one does. Book a discovery call and we'll walk you through how the agent handles airway red flags, sudden hearing loss, device pricing and the surgeon-versus-audiologist line, plus exactly what setup looks like for your practice.