Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · Hair Transplant
An industry famous for overpromising. A receptionist that never does.
Hair restoration is a field built on before-and-afters, graft-count headlines, guarantees and overseas price wars. Almost none of it is said carefully, and hair restoration surgery is cosmetic surgery under the guidelines: protected titles, GP referral, cooling-off. LUNA's AI receptionist answers for your clinic, after hours, on overflow when your team is busy, or around the clock: warm with callers, and built on the actual rules your clinic lives under.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most valuable call your clinic gets is the one nobody answers.
A researched decision
Hair loss is thought about for years before anyone dials. By the time someone calls they have watched the videos, priced the flights and read the forums. Voicemail sends them back to the search results, and to the clinic that picked up.
The advertising minefield, handled
Graft counts, density guarantees, "permanent" claims, Turkey comparisons, finance offers: the sins of this sector are the exact things the agent will not say. It answers from an approved knowledge base, then captures name, number, reason and urgency.
Post-op safety, built in
A caller with spreading redness, a fever or heavy bleeding after a procedure is not a message for the morning, wherever the surgery happened. Emergency symptoms trigger an immediate 000 and emergency department script, plus an urgent alert to your nominated contact.
The trust differentiator
The things she will never do on a call.
Every line below is a routine claim somewhere in this industry, and a line that a careful clinic does not cross. Hair restoration surgery is cosmetic surgery under the guidelines, so the protected surgeon title, the GP referral and the cooling-off period all apply. The restraint is the point: it is what tells a caller yours is the clinic that plays it straight.
No graft-count quotes by phone
How many grafts you need is a clinical judgement made at consultation, never a number read out to a stranger on the line.
No density or permanence guarantees
No promised coverage, no "this lasts forever". Outcomes vary, and anyone guaranteeing them is the thing this field warns you about.
No before-and-afters as proof
Photos are a consultation topic, discussed with context. They are never described as proof of what your result will be on a call.
No Turkey or overseas price wars
It will not compare your clinic against overseas pricing or knock a competitor. If a caller has had surgery abroad, it screens for red flags first and skips the moralising.
No financing promoted
It will not pitch payment plans or time-limited offers. It can state your accepted payment methods factually, and nothing more.
No deposit taken by phone
No surgery booked, no money taken over the line. The pathway is a consultation, written consent and the cooling-off period, in that order, and those steps exist to protect the caller.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Northline Hair Restoration is our fictional Sydney practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: ask it to guarantee a graft count, quote a price per graft, or compare itself to a clinic overseas. The interesting part is what it refuses to do.
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.
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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 brochures.
Reception craft
Natural Australian conversation, 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 Medical 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 hair restoration canon
The Medical Board's guidelines for practitioners who perform and who advertise cosmetic surgery, which hair restoration surgery sits inside, so protected titles, GP referral and cooling-off all apply. The higher-risk non-surgical procedure guidelines cover any PRP or medical arm. And the TGA rules make prescription hair-loss medicines something she names and prices never, only through the prescriber consultation. Distilled into no-graft-promise, no-density-guarantee and no-idealised-outcome language that cites its sources.
Your clinic
Your practitioners and their exact configured titles, your procedures, fees policy and hours, plus your own materials: pre-op and post-op instructions, patient brochures, aftercare sheets, and a specialised go-live questionnaire about how your clinic 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.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your insurer, your college 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 Medical Board's cosmetic surgery guidelines that hair restoration surgery sits inside, the higher-risk non-surgical procedure guidelines, the TGA advertising rules, 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 nurse lines, jurisdiction privacy law.
✓ approved · v1.1
Hair restoration
Protected titles, GP referral, cooling-off and no-deposit rules, no graft or density promises, prescription medicines named only at consultation, post-op red flags.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Medical Board of Australia
Guidelines for practitioners who perform cosmetic surgery · guidelines for those who advertise it · GP referral and cooling-off requirements
Non-surgical & PRP
Guidelines for higher-risk non-surgical cosmetic procedures · platelet-rich plasma handling · consultation-first for any medical arm
Protected titles & National Law
Health Practitioner Regulation National Law · the "surgeon" protected-title provisions · endorsement and registration rules
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · TGA advertising rules on prescription medicines · 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 practitioners and their correct configured titles, services, fees policy, hours, referral rules and escalation contacts, plus your own materials: pre-op and post-op instructions, patient information brochures, aftercare sheets. 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 a hair-restoration-specific test script: graft-count baiting, price baiting, Turkey comparisons, finasteride naming. 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.
Will it ever quote grafts or a price on the phone?
No. Graft numbers and pricing are consultation outcomes, set with the practitioner and given to the caller in writing afterward. The agent captures the enquiry and books the consultation instead of inventing a figure, and it never takes a deposit by phone.
How does it handle the medical and PRP options?
It talks about them in plain category terms and steers to a consultation. It never names or prices a prescription hair-loss medicine on the phone, because those are prescribed by a practitioner with the patient, and PRP is described as a consultation topic, not offered or promised. That restraint is fixed at the compliance layer, not left to improvisation.
Can it book directly into our software?
Where your clinic software supports it (Cliniko first, more connectors coming), yes: real consultation bookings into your calendar. Surgery is never booked or paid for by phone. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like your reputation depends on it.
Because it does. Book a discovery call and we'll walk you through how the agent handles the hard calls, plus exactly what setup looks like for your clinic.