Layered Launches 'Capai AI Call' to Support Medical Institutions with Natural Language AI Conversations

Layered Inc. (Headquarters: Hakata-ku, Fukuoka City; CEO: Makito Kebuka; hereinafter 'Layered') has launched 'Capai AI Call,' an AI phone service for medical institutions.

Capai AI Call is a service that automates various phone responses—such as appointment changes and consultation requests—through natural voice conversations with AI. Patients simply state their purpose as they would in a human conversation, and the AI gathers necessary information, organizes it, and shares it with the medical institution. This service aims to reduce phone-related tasks for medical staff to nearly zero, improving patient experience and operational efficiency in healthcare settings.

Background and Development

Medical institutions continue to face chronic staffing shortages, with administrative and nursing staff bearing heavy workloads. Phone response duties, in particular, often interrupt face-to-face patient care during reception or billing tasks.

Additionally, some hospitals operate call centers to handle appointment bookings and regional coordination inquiries, leading to increased labor and operational costs.

To date, Layered has supported many medical institutions through its push-button IVR (Interactive Voice Response) service, 'Iver.' However, traditional IVR systems can only route inquiries and still require staff intervention for tasks like appointment changes or medical consultations, making it difficult to eliminate phone duties entirely.

To address these challenges, Layered has developed 'Capai AI Call' for medical institutions.

Capai AI Call uses AI-powered natural voice dialogue to respond to patient inquiries in a conversational manner. By pre-registering response scenarios and FAQs for appointment changes, medical consultations, fever consultations, and more, the system can broadly handle diverse phone requests.

This enables further automation of phone operations—previously unattainable with push-button IVR—bringing medical staff phone duties as close to zero as possible.

What is Capai AI Call?

Capai AI Call is a service where AI responds to various incoming calls at medical institutions using natural, human-like voice dialogue.

Patients simply state their purpose over the phone, and the AI understands the context, gathers necessary information, and proceeds with the appropriate response. The conversation is automatically transcribed and summarized, then shared with the medical institution in an organized format. This allows staff to focus only on necessary follow-ups, without being tied to the phone.

The service handles a wide range of daily phone tasks, including appointment changes, consultation requests, fever inquiries, vaccination questions, test results, prescription medications, document procedures, and vendor communications.

Key Features of Capai AI Call

- Natural Voice Dialogue

Unlike traditional push-button IVR, patients do not need to select numbers. They simply state their purpose conversationally, and the AI understands and guides them to the appropriate response.

- Medical Institution-Optimized Scenario Function

Scenarios can be set for high-frequency inquiries such as appointments, consultations, fever, vaccinations, test results, prescriptions, and document procedures.

The system supports both 'AI Autonomous Scenarios,' where AI flexibly advances the conversation, and 'Step-Type Scenarios,' allowing detailed control over speech content and branching logic. This enables flexible use tailored to each institution’s operations.

- Automatic Transcription and Summarization

Conversations with patients are automatically transcribed and summarized, with necessary data organized and stored.

This allows medical staff to respond efficiently, reviewing only essential information without spending time on phone handling.

- FAQ Handling and SMS Integration

Pre-registered frequently asked questions are automatically answered by the AI.

After a call, SMS messages such as appointment confirmations can be automatically sent. Medical institutions can also send individual SMS messages to patients.

Future Developments

Layered will continue developing Capai AI Call with future integration in mind for its reservation system Wakumy and web-based patient questionnaire Symview.

About Layered

Layered supports the digital transformation (DX) of clinics and contributes to advancing primary care in Japan.

Layered’s products emphasize interoperability while remaining modular, allowing institutions to use only the components they need. The company also actively supports integration with third-party systems, enabling flexible solutions tailored to each medical institution’s challenges.

Layered’s products can comprehensively support patient care pathways.

Institutions can use individual components or combine them as needed.

Integration with existing third-party systems is also possible. (Please inquire for compatible systems.)

Layered Inc.

Making healthcare clearer. Empowering patients with confidence. Ensuring sustainability for healthcare providers.

CEO: Makito Kebuka

Founded: July 1998

Business: Medical DX / Content / Media

Offices:

Headquarters: 5F, Dai-16 Okabe Building, 8-27 Hakataekichuō Street, Hakata-ku, Fukuoka City

Tokyo: 7F, Shibakoen Building, 2-2-22 Shibakoen, Minato-ku, Tokyo

Osaka: 6F 603, Shin-Osaka Copal Building, 4-11-21 Nishi-Nakajima, Yodogawa-ku, Osaka City

Nagoya: 11F, Meieki Meiden Building, 3-28-12 Meieki, Nakamura-ku, Nagoya City

URL: https://layered.inc/