Why healthcare is hard
Patients need answers now. Privacy can't bend.
Patient portals and public-sector platforms carry a high privacy bar and a high duty to respond. People expect to help themselves at any hour, and a delayed answer to a patient is more than an inconvenience. Self-service has to scale without ever putting sensitive data at risk.
Across the journey
One agent across the healthcare and public journey.
01
Acquisition
The agent helps onboard patients and providers around the clock, answering setup and access questions in their own language before a human is needed.
02
Retention
Living Memory keeps patients and providers engaged by remembering each person across sessions, so nobody has to start over or re-explain themselves.
03
Expansion
The agent surfaces additional services a patient or provider may need and points them to the right next step the moment the signal appears.
04
Support
Patient self-service questions get resolved with a cited source, and anything sensitive or unclear hands off cleanly to the right person with full context.
Frameworks that matter here
Built for the privacy bar healthcare sets.
- GDPR
- EU data residency by default; patient PII kept out of model providers via the Privacy Vault.
- EU AI Act
- Per-decision audit trails and transparency built into the platform, not bolted on.
- Healthcare data rules
- The Privacy Vault tokenizes sensitive identifiers at the gateway, so patient data never reaches model providers and stays inside EU data residency.
Healthcare in practice
“As a healthcare service prioritizing patient care and privacy, we chose UNLESS as the obvious solution. The impact was immediate: following a seamless integration, patient self-service surged within weeks.”
ZorgDomein is a leading digital healthcare platform in the Netherlands, connecting healthcare providers and patients. The patient portal now runs on the AI of Unless, with patient self-service surging within weeks of integration.
The numbers
What healthcare teams see.
- Ticket deflection rate
- 78%
- Resolved outside office hours
- 37%
- To first deployment
- 28 days
- Ticket drop at ZorgDomein
- 20%
Frequently asked questions
How does Unless protect patient data?
The Privacy Vault detects and tokenizes sensitive identifiers at the gateway, before anything reaches a model, so personal health data never leaves your perimeter in the clear. Everything runs in EU data residency by default, and Living Memory records only what is needed to serve the patient. ZorgDomein, a leading Dutch digital healthcare platform, chose Unless for exactly this privacy posture and saw patient self-service rise within weeks.
Does the agent give medical advice?
No. The agent helps patients navigate your service, find information, and complete self-service tasks, and it answers only from your approved Living Knowledge. Clinical questions are routed to the right healthcare professional, since the agent's job is access and guidance, not diagnosis. There is no autopilot, and anything outside scope hands off to a person with full context.
How does the agent meet the EU AI Act in a patient-facing setting?
From August 2026 the EU AI Act requires that people are told when they are interacting with an AI system, and Unless provides the disclosure functionality for you to enable, with sources cited inline. Because the agent informs and routes rather than making decisions about a person's care, it stays within the transparency tier rather than the high-risk one. Every interaction is logged in an exportable audit trail for your DPO.
Is Unless accessible for patients with disabilities?
Yes, and in healthcare and public services that matters more than anywhere. The European Accessibility Act has been enforceable since June 2025, with EN 301 549 and WCAG 2.1 AA as the working standard, and the agent surfaces are built to be perceivable, operable, and usable with assistive technology. Self-service only helps if every patient can actually use it.
Patients are not always our paying customers. Can the agent still help them?
Yes, and that is a common pattern in healthcare networks. Many patient questions are ones a platform cannot resolve directly, so the agent guides people to the right answer or the right point of contact before a ticket is ever created. ZorgDomein used this on its contact-form page and saw a roughly 20% drop in support tickets in the first weeks after launch.
How quickly can a patient get an answer?
Immediately, in their own language, at any hour. The agent works around the clock, so a delayed answer to a patient at night is no longer the default. Across the platform, 37% of resolutions already happen outside office hours, and patients self-serve the moment they land rather than waiting on a queue.
Can we start small and expand across the organization later?
Yes, and most healthcare customers do. They begin with one surface, a knowledge base or a patient portal, prove the value, then extend to more entry points and departments. ZorgDomein started with patient self-service and grew the scope step by step as interest spread internally, all on the same compliant foundation.
Want to be the next healthcare case study?
The pilot is a four-week deep dive into your numbers, your data, your stack - run on your own healthcare content.