01 About project
ACROMED is a medical clinic in Warsaw providing care under the Polish public health system (NFZ). Patients who can't get through leave a voicemail — and someone at the clinic has to listen to every one, work out what it's about, and write it down. We automated that. Voice messages from the clinic's VoIP system now arrive already transcribed, already understood, and already written as a ready-to-action email: patient X wants to cancel their appointment on Y.
02 Challenges
1. Voicemail is unstructured work
A PESEL number, a date, a list of medicines — read out loud, at speed, and easy to mishear.
2. Nothing could be missed
In a clinic, a dropped cancellation means a wasted slot and a patient who thinks they're covered.
3. It had to fit the way the clinic already works
No new system to log into, no new habits — the output had to land in the mailbox the staff already use.
03 Solutions
1. One automated pipeline
The VoIP system delivers voice messages to the clinic's mailbox; the automation picks them up from there and takes over.
2. Transcription
The audio file is transcribed into text, including Polish spoken at natural speed.
3. Extraction
From the transcript, the model pulls the details that matter: PESEL number, date, and list of medicines — instead of a wall of text, structured data.
4. Three email templates, chosen by the data
Depending on which details came through, the automation fills one of three message formats and sends it on as a finished request — the staff read one clear sentence and act, rather than reconstructing the case from a recording.
04 Goals
01
Stop manual listening
Turn every voicemail into readable text automatically.
02
Extract the facts
Get PESEL, date and medication list out of speech and into structured form.
03
Deliver a ready decision
An email the staff can act on immediately.
04
Change nothing else
Keep the clinic's existing phone system and mailbox exactly as they are.