Patients who use the virtual assistant at the Piatra-Neamț County Emergency Hospital ask, first and foremost, what departments and specialties the hospital has, how to make an appointment, and who is on call. In three months, the assistant received 1,277 questions across 697 conversations. Nearly half of these came outside of business hours (8:00 a.m.–4:00 p.m.), and one in five came on the weekend.
In a nutshell
- 1,277 questions in 697 conversations, over the course of about three months (July 28 – October 25, 2026).
- Most common topics: departments and specialties (26%), appointments (21%), on-call duty (10%).
- 49% of the questions were received outside the 8:00 a.m.–4:00 p.m. time frame, and 20% were received on the weekend.
Context: a virtual assistant on a county hospital's website
The Piatra-Neamț County Emergency Hospital has sjuneamt.ro a virtual assistant Intel Logic. The assistant provides answers based solely on information published by the hospital: departments, appointments, on-call schedules, visiting hours, required documents, and contact information.
We analyzed all conversations recorded between July 28 and October 25, 2026:
| Indicator | Value |
|---|---|
| Period under review | July 28 – October 25, 2026 (about 3 months) |
| Conversations | 697 |
| Questions Asked | 1.277 |
| Conversations with 3 or more questions | 117 |
| Questions outside the 8:00 a.m.–4:00 p.m. time frame | 628 (49%) |
| Questions between 10:00 p.m. and 6:00 a.m. | 182 (14%) |
| Weekend Questions | 255 (20%) |
Usage remained steady and increased in October: 349 queries in August, 318 in September, and 455 in October, although the October figures only go up to the 25th.
What Patients Ask: The Most Common Topics
The sections and schedules account for nearly half of the questions. A single question may cover multiple topics, so the percentages do not add up to 100%.
| Topic | Questions | Of the total | What they usually want to know |
|---|---|---|---|
| Departments and Specialties | 332 | 26% | Whether the hospital has a specific specialty and where it is located |
| Appointments | 262 | 21% | How to Make an Appointment Online, With or Without a Referral |
| Guard | 127 | 10% | Who is on call today? Monthly on-call schedule |
| A certain doctor | 90 | 7% | Where and when a particular doctor sees patients |
| Employment and Competitions | 71 | 6% | Job Openings, Exams, Results |
| Tests and Imaging | 70 | 5% | Laboratory tests, ultrasounds, X-rays, fees |
| Contact, Address, Locations | 50 | 4% | Telephones, building structures, cashier's office |
| Costs and Insurance | 47 | 4% | What You Pay and What the Insurance Covers |
| Visit Schedule | 39 | 3% | When can hospitalized patients receive visitors? |
| Emergencies and the Emergency Department | 28 | 2% | When and How to Go to the Emergency Room |
| Certificates and Documents | 24 | 2% | Copies of medical documents and certificates |
| Admission and Discharge | 19 | 1% | Documents Required for Hospital Admission |
| Childbirth and Maternity | 17 | 1% | Information for Pregnant Women and Newborns |
Three observations:
- The questions are practical, not medical. People aren't asking for diagnoses; they want to know where to go, when, and what documents to bring. That's exactly the information that's already on the website, but it's hard to find.
- The conversations continue. 117 conversations involve three or more questions: the patient returns with additional details until the situation is clarified, just as they would at an information desk.
- Unanswered questions show what's missing from the site. Some questions—for example, about the costs of certain tests—were not answered in the published content. The assistant is programmed to say in such cases that it does not have the information and to provide contact information.
When they ask: in the evening, at night, and on the weekend
Nearly half of the questions—628 out of 1,277—were submitted before 8:00 a.m. or after 4:00 p.m. Another 182, or 14%, were received between 10:00 p.m. and 6:00 a.m. One in five questions was received on the weekend.
For a hospital, these are the hours when the switchboard is busiest or cannot answer administrative questions. A patient who wants to know who is on call in pediatrics at midnight receives an answer within seconds from the list published by the hospital.
What does this mean for other hospitals?
The questions from Piatra-Neamț are the same ones any county hospital receives: departments, appointments, on-call schedules, visiting hours, and paperwork. A virtual assistant handles this repetitive work, which would otherwise tie up the switchboard and the information desk.
- Fewer calls about the same questions. The visiting schedule, on-call roster, and admission forms are already on the website; the nurse brings them to the patient right away.
- We're available 24/7. Half of the questions come after the administrative session has ended.
- A clear list of missing content. The unanswered questions show what needs to be added to the website: rates, the schedules of certain offices, and the locations of certain services.
- Resilience in the face of abuse. The assistant has also encountered attempts to make him step out of character. He is programmed to remain in character and respond only to matters related to the hospital.
- For emergencies, call 112. The assistant provides information; it does not replace triage or medical treatment.
Implementation is done using a single script embedded in the website, and the assistant can be up and running in a few hours. The first 15 days are free.
The steps a public institution takes to acquire and implement a virtual assistant are described in Our Guide to AI Chatbots for Public Institutions. Prices and the 15-day free trial are available at AI Chatbot Page.
Data and the GDPR: How We Handled the Questions
In this article, we do not cite any individual questions, nor do we mention the names of patients or doctors. We present only general topics and aggregated figures, because many questions contain information about people’s health.
The Intel Logic Assistant runs on ROMLEAS SRL servers in the Oradea data center. Conversations do not leave Romania and are not used to train other AI models. Before the first question, the patient sees an informational message referring to the data protection policy. The requirement to inform the user that they are speaking with an AI system is explained in the article about AI Act and Chatbots.
Frequently Asked Questions
What is a virtual assistant for a hospital?
There is a chatbot on the hospital's website that answers patients' questions based on information published by the hospital: departments, appointments, on-call schedules, visiting hours, required documents, and contact information.
Does the assistant make a diagnosis?
No. It provides administrative and practical information about the hospital. For medical issues, patients are referred to a doctor, and for emergencies, they are directed to call 112.
Can the assistant provide incorrect information?
It provides answers based solely on the hospital's content. When it cannot find the information, it clearly states that it does not know and provides contact information. Therefore, the more comprehensive and up-to-date the website is, the better the answers will be.
Where are the conversations stored?
On servers in Oradea, Romania. The data is not shared with third parties for training other AI models.
How long does implementation take?
The assistant can be up and running in a few hours by inserting a single script into the website. ROMLEAS can perform the insertion free of charge, with the hospital’s approval.
How much does it cost?
Plans start at 245 lei per month, and the first 15 days are free. For more details, visit pricing page.
About Intel Logic
Intel Logic is an AI chatbot trained exclusively on each client’s content, operated by ROMLEAS SRL in Oradea. It runs on its own servers in Romania and is used by public institutions such as the Piatra-Neamț County Emergency Hospital, the Timiș Public Health Directorate, and the Satu Mare General Directorate for Social Assistance and Child Protection.
Would you like to see what it would look like on your hospital's website? Write to us at office@romleas.ro or call 0756 439 365, Monday through Friday, from 9:00 a.m. to 5:00 p.m. Or use contact form.
