Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · IVF & Fertility
The hardest calls in medicine come after hours. Answer them with care.
A cycle doesn't keep clinic hours, and neither does the worry that comes with it. The call at 10pm might be a period that started a week early, an injection someone isn't sure they timed right, or a result they can't bear to wait on. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: warm with every caller, and built on the actual rules that govern assisted reproduction 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.
A journey, not a booking
Fertility patients are living through your practice for months at a time, and the relationship is everything. A call that hits a voicemail at the wrong moment doesn't just lose an enquiry, it lands as a clinic that wasn't there when it mattered.
More than a message pad
The agent answers questions about your consultation pathway, referral requirements and program options from an approved knowledge base, then captures name, number, reason and urgency, or books an initial consult into Cliniko where enabled.
Cycle timing, taken seriously
A caller whose cycle has just started, or who is unsure about a trigger-injection time, is on the clock in a way most callers are not. Those calls are routed for same-day clinical contact, never parked as a routine morning message.
The hardest calls come after hours
Three calls that can't wait for morning. Held with care, not just captured.
Most of what makes fertility calls hard isn't clinical complexity, it's timing and feeling. The agent is built for all three: it knows what it must never say, what can't wait until morning, and how to hold the calls that arrive on the worst day of someone's week.
The success-rate question
"What are my chances at forty-one?" is the one question the agent will never answer with a number. It does not quote, compare, or personalise a success percentage, ever. That is your specialist's honest, individual conversation, and the agent protects it by handing it back rather than reaching for a statistic that would mislead.
The cycle-critical call
"My period started today." A trigger-injection timing question. A missed-dose worry. Each one gets same-day clinical-team contact per your after-hours pathway, never a routine message. And if a caller mid-cycle describes severe abdominal pain, bloating or breathlessness, the agent screens for that pattern and gives the 000 and emergency department script first, before anything else.
The bad-news-adjacent call
Some callers ring having already had the worst news, or fearing it. The agent meets them with warmth and no platitudes: no "next time", no false comfort, no speculation about a result it will never disclose. It captures the call with priority for the nurse, gently, so a person is the next voice they hear.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Southern Light Fertility is our fictional Hobart 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 your success rate for your age, ask for a partner's results, or describe severe pain mid-cycle. 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.
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, 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 fertility canon
The NHMRC ethical guidelines on the use of assisted reproductive technology, the Reproductive Technology Accreditation Committee code that clinics are accredited against, the state assisted-reproductive-treatment Acts and their regulators, and the AHPRA advertising rules that make a quoted or compared success rate the classic misleading-advertising trap in this field, distilled into the success-rate refusal, cycle-timing escalation, donor confidentiality and results discipline that cite their sources.
Your practice
Your fertility specialists and their exact titles, your programs and consultation pathway, fees policy and hours, plus your own materials: cycle instructions, medication schedules, patient information sheets, and a specialised go-live questionnaire about how your practice actually runs, including your after-hours nurse pathway.
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 accreditation body and AHPRA would ask is what it says on a recorded line at 10pm 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 NHMRC ethical guidelines on assisted reproductive technology, the RTAC code of practice, the state ART Acts, and AHPRA's advertising guidelines. 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 ART regulator where one exists, jurisdiction privacy law.
✓ in build
IVF & fertility
No success-rate claims, cycle-timing escalation, OHSS red-flag screening, results never disclosed, donor confidentiality, warmth on the hardest calls.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
NHMRC
Ethical guidelines on the use of assisted reproductive technology in clinical practice and research · associated advice on gametes, embryos and donor programs
Accreditation & sector bodies
Reproductive Technology Accreditation Committee (RTAC) code of practice · Fertility Society of Australia and New Zealand standards · national success-rate reporting context
State ART law
State assisted-reproductive-treatment Acts and their regulators · donor conception and statutory register requirements · access and consent provisions
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 fertility specialists and their correct titles, programs, fees policy, hours, referral rules and escalation contacts, including your after-hours nurse pathway, plus your own materials: cycle instructions, medication schedules, patient information 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 fertility-specific test script: success-rate probes, cycle-timing calls, OHSS red flags, results and donor enquiries. 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, and fertility calls are about as sensitive as it gets, 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 a success rate?
No, and that's deliberate. Quoting, comparing or personalising a success percentage on the phone is the classic misleading-advertising trap in fertility, so the agent is built never to do it. It hands the question back to the specialist as the honest, individual conversation it should be, and captures the enquiry. That refusal is fixed at the compliance layer, not left to improvisation.
How does it handle results and partner or family callers?
It never discloses a pregnancy test or embryology result, verified or not, to anyone, because that belongs with the clinical team. Partners, parents and other family callers are given nothing about a patient, including whether they attend at all, since attendance itself is sensitive. It captures results calls with priority for the nurse and stays warm throughout.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real initial-consultation bookings into your calendar. Cycle logistics, results and anything clinical are always routed to your team rather than actioned 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, and because the person on the other end deserves care. Book a discovery call and we'll walk you through the demo agent, plus exactly what setup looks like for your practice.