How AI Helped First Fertility Serve More Patients in More Languages, Faster
From Inquiry to Appointment
First Fertility & PGS Center
First Fertility & PGS Center (Bangkok) is a leading reproductive medicine clinic in Thailand specializing in IVF, PGS/PGT, and fertility solutions for both local and international patients. With a multidisciplinary team of fertility specialists, embryologists, and support staff, the clinic serves a diverse global clientele seeking advanced reproductive care — offering personalized treatment plans backed by evidence-based practice, patient-centered communication, and multi-language support.
High volumes of messages from Click-to-Message ads (WhatsApp, Facebook, Instagram) required manual qualification by trained agents.
Zaapi created an automated flow with intent buttons so customers self-select their needs before conversing.
Built follow-up re-engagement flows for users who didn’t respond within 24 hours to recover leads.
AI resolved ~90% of enquiries without human intervention; specialists focused on qualified leads only.
Prospective patients had specific technical/medical questions needing specialist expertise.
Zaapi AI was equipped with clinic-specific medical knowledge to answer detailed questions, provide links to resources/brochures, and hand over to a human specialist only when needed.
Average response time dropped from ~50 minutes to ~10 minutes, even for complex questions.
The majority of clients were international; support in more than Thai and English was needed, requiring additional multilingual agents.
AI responded in any language asked, covering all key markets.
Multilingual support expanded from 2 languages (TH, EN) to 5 (TH, EN, CN, HI, AR) without hiring extra agents.
The Result
Zaapi helped First Fertility & PGS Center automate and qualify inbound messages from high-intent ad campaigns using an intent-based flow and AI that understands medical context. The solution re-engages non-responsive leads, delivers personalized answers supported by clinic knowledge and multimedia resources, and provides multi-language responses — significantly reducing manual workload, improving response speed, and allowing specialists to focus on high-value prospects.
Jinwanan Palae (Kelly), Sales Executive
"Having customers from all over the world, each with their own technical and personal inquiries, is a communication challenge. This is our second year using Zaapi, having all messages in one inbox is convenient for the agents, but implementing the AI elevates the entire operation and customer experience."
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