
Beyond the Bot: Lessons from Building a Chat System for Global Patients
For the past year, we’ve been running a live chatbot system at Vanity Cosmetic Surgery Hospital. Internally, we call it VaniBot—but it’s far from a typical chatbot.This isn’t about answering “Where’s my order?” or “Do you have this product?” We’re working in an industry where people make life-changing decisions, like undergoing surgery. That means our bot needs to do much more than just respond to FAQs—it needs to build trust, collect sensitive medical information, guide decision-making, and know when to hand over to a human expert.In this article, I won’t focus on what the bot does, but on what we’ve learned while building and running it. If you’re working on a similar project, I hope this helps.
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