Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · Ophthalmology
Sudden vision changes jump every queue, instantly.
A caller who has just lost sight in one eye, or is seeing a curtain fall across their vision, cannot be a routine booking or a voicemail. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: calm with worried callers, and built on the actual clinical and regulatory obligations of Australian ophthalmology.
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.
Sight loss doesn't book ahead
Sudden vision loss, new flashes and floaters, a curtain across the eye: these calls arrive in the evening and on weekends, from someone who is frightened and will ring the next practice on the list if voicemail answers. The agent picks up, keeps them calm, and captures the enquiry properly.
More than a message pad
The agent answers questions about your ophthalmologists, your services and how referrals and cataract surgery work from an approved knowledge base, then captures name, number, reason and urgency, or books directly into your practice software where enabled. It explains the referral pathway rather than guessing at it.
Sight-threat triage, built in
A sudden loss of vision, new flashes and floaters, or eye pain with nausea and halos around lights: these are not messages for the morning. The agent runs your configured urgent guidance first, before anything else, and alerts your nominated contact.
The routine-sounding call that isn't
Some eye calls sound ordinary. They are not.
A caller asking for “an appointment sometime this week” can be describing an emergency without knowing it. The agent doesn't assess anyone's vision over the phone and it doesn't reassure. It reads the situation against your configured urgent guidance, gives the caller the right next step, and flags it to your team straight away. Here is what that sounds like across the tiers your practice sets.
Urgent tier: sudden vision loss, or a curtain across the eye
Sudden loss of vision, new flashes and floaters, or a shadow or curtain moving across the vision can signal a retinal detachment. The agent never files it as a routine booking. It gives the caller your configured urgent pathway, directs them to emergency care where your guidance says so, captures the caller and raises an urgent alert.
Call 000: eye pain with nausea and halos around lights
Sudden severe eye pain with headache, nausea and rings of light around lamps can be acute angle-closure, a genuine emergency. The agent recognises the pattern, tells the caller to phone 000 or go to the nearest emergency department now, and does not offer a booking instead. It never talks anyone out of calling triple zero.
Never by phone: she doesn't assess your vision
“Is a floater normal?” and “Should I be worried?” are clinical questions, and the agent will not answer them or reassure. It screens for the sudden-curtain red flag, explains it is a matter for the clinical team, and captures the enquiry for a call back rather than guessing.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Clearview Eye Specialists is our fictional Brisbane practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: tell it you have gone blind in one eye and want an appointment next week, ask it to quote your cataract surgery per eye, or ask it to pick a lens for you. The interesting part is what it refuses to do.
Clearview Eye Specialists is a fictional clinic. Every detail is invented for this demonstration.
Talk to Luna
Tap to start a short call. She'll answer as the receptionist for Clearview Eye Specialists. Push her on the calls a real eye clinic dreads.
Calls are capped at about three minutes and may be reviewed to improve the demo. This is a demonstration agent only, not a real clinic and not medical advice.
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, a calm register for callers who are frightened about their sight, 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 ophthalmology canon
The RANZCO clinical practice guidance, the cataract and intraocular-lens preferred-practice patterns, the specialist-title and licence rules that separate an ophthalmologist from an optometrist or an orthoptist, and the Medical Board's Good Medical Practice, distilled into sight-threat triage tiers, no-vision-assessment-by-phone discipline, results-stay-with-the-clinician rules and informed financial consent for surgery, all citing their sources.
Your practice
Your ophthalmologists and their exact titles, your orthoptists and optometrists, your services, cataract and referral pathways, fees policy and hours, plus your own materials: pre-operative and post-operative instructions, patient information sheets, dilation 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 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 RANZCO clinical practice guidance, the cataract and intraocular-lens preferred-practice patterns, the Medical Board's specialist-title rules, 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 eye-emergency pathways, jurisdiction privacy law.
✓ approved · v1.0
Ophthalmology
Sight-threat triage tiers, no vision assessment by phone, protected specialist titles, results stay with the clinician, informed financial consent for cataract surgery.
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 · specialist registration and protected specialist-title rules for ophthalmologists · scope of practice
RANZCO
Royal Australian and New Zealand College of Ophthalmologists clinical practice guidance · position statements on urgent ophthalmic presentations
Cataract & IOL guidance
Cataract and intraocular-lens preferred-practice patterns · referral and surgical-pathway standards
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 ophthalmologists and their correct titles, your orthoptists and optometrists, services, cataract and referral pathways, fees policy, hours, urgent guidance and escalation contacts, plus your own materials: pre-operative and post-operative instructions, patient information sheets, dilation 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 ophthalmology-specific test script, sight-threat triage and title discipline 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 sight-threatening call after hours?
It runs your configured urgent guidance before anything else. Sudden vision loss, new flashes and floaters or a curtain across the eye get your urgent pathway, and eye pain with nausea and halos is sent straight to 000. It gives the caller the immediate step, directs them per your after-hours pathway, and raises an urgent alert to your nominated contact. It never assesses vision by phone and it never talks anyone out of emergency care.
Will it quote cataract surgery costs or read out results?
No. It won't give a per-eye figure or a gap, because a written itemised quote follows the consultation and the surgeon, anaesthetist, day surgery and lens are billed separately. And it never reads out, confirms or interprets a scan or test result: those stay with the clinician, and it captures a message for the team to call back. That keeps you inside AHPRA advertising guidance and privacy law.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. Where a referral is needed, it explains the pathway and captures the enquiry rather than guessing. 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 sight-threat triage, specialist titles, results and surgical-fee questions, plus exactly what setup looks like for your practice.