Xami Workers › Clinic front desk
It must say it is AI at the start of every call and message, and hand anything clinical to a person. Dubai’s AI Ethics Guidelines ask an AI that could pass for human to say so first; the DHA’s AI policy requires AI functions to be disclosed and staff able to override. Sam, an AI worker by Xamun, does both.
Early access: the first Sam workers go into new ClinicOS rollouts.
Sam takes the routine queue, by phone and message, inside ClinicOS. Your front-desk team keeps the patients in the room and the moments that need a person.
Always with a person: any caller who asks for one
Always with a person: patients who say they’re unwell or unhappy
Always with a person: refused approvals, claims and what the patient will pay
Always with a person: a caller Sam can’t understand reliably
Dubai’s AI Ethics Guidelines give a phone agent as their example of an AI that should identify itself at the start of every conversation. Sam is built that way.
No UAE rule we found sets hand-off times. These are the defaults we start from; each clinic sets its own and writes them into Sam’s role. Every hand-off carries the whole story, and the reason goes on the record.
The DHA policy defines supportive technology as AI that helps a person decide without replacing them. Sam starts every action in Assist: it prepares, a person approves. An action runs on its own only when its record is strong and the role owner signs off, and drops back after an error or a complaint.
| Action | Mode |
|---|---|
| Send appointment reminders | Autonomous once promoted |
| Rebook a missed visit | Autonomous once promoted |
| Draft an insurer extension | Assist |
| Anything clinical | Assist, always |
None of these documents was written for an AI receptionist. Read together, they give the rules above. Paper No. 11 sets out what each asks.
This is Xamun’s reading, not legal advice, and not a statement that Sam meets any regulator’s requirements. Confirm your own set-up with DHA, DoH or MOHAP as relevant, a lawyer or your insurer.
Say it every time. No UAE law we found names AI receptionists, but Dubai’s AI Ethics Guidelines (Smart Dubai, January 2019) say an AI that could pass for a person should first say it is AI, and the DHA policy on AI in healthcare (DHA/HISHD/PP-09) requires AI functions to be disclosed. Sam introduces itself as an AI assistant at the start of every call and message.
Sam answers calls and messages day and night, books, moves and cancels sessions, answers questions from the clinic’s own list (hours, parking, prices and which insurers the clinic accepts) and sends reminders the day before. It works inside ClinicOS.
No. Anything clinical goes to the duty clinician with the conversation, and Sam tells the patient a clinician will call back. If a caller describes what sounds like an emergency, Sam tells them to call 998 for an ambulance and alerts staff. Clinical actions stay in Assist, always.
Sam answers from the clinic’s own list, such as which insurers the clinic accepts, and can check that an approval on file still covers a booked session. A refused approval, a claim, or what a patient will pay goes to the billing or insurance desk.
Yes. Sam works in English and Arabic, with the same disclosure, the same hand-offs and the same limits in both. If Sam cannot understand a caller reliably, it hands over rather than guesses.
Every action lands in records the clinic owns. Federal Law No. 2 of 2019 keeps health data in the UAE unless the health authority or the Minister approves otherwise, so ask where every part runs, the AI model included. Confirm your set-up with DHA, DoH or MOHAP, a lawyer or your insurer.
We write Sam’s role with your front-desk lead: what Sam may do, what it hands over, and how fast. Your people approve Sam’s work before anything is promoted.
Rather write? Email [email protected].