Tali Talks: Behind the Scenes of 24/7 Support at Tali

Welcome back to Tali Talks, our behind-the-scenes series where we sit down with the brilliant minds behind Tali to hear their take on the evolving healthcare AI landscape.

In this edition, we spoke with Flora Ng, a key leader in our Customer Success team and the driving force behind our new chatbot, now live in the Tali web app. From what users are asking for most, to how the chatbot is constantly learning and improving, Flora gave us the inside scoop.

Clinician Feedback: What’s Working and What’s Next

“People are really happy with how fast and accurate the notes are. That part is working really well.”
– Flora Ng

Tali’s core AI scribe functionality is getting high marks for speed and accuracy, but Flora pointed out something more exciting: clinicians are increasingly asking for real-time clinical decision support. That means smart prompts, relevant medical guidance, and contextual nudges during complex visits.

“Imagine a prompt saying, ‘Have you considered screening for X?’ based on the patient’s condition, like how your car reminds you if you’ve forgotten your keys.”
– Flora Ng

These kinds of suggestions could help clinicians make better decisions on the fly and feel more supported in each encounter. It’s something we’re excited to explore.

Our Chatbot: Instant Answers, Anytime

“We hope the chatbot will aid as their companion along their journey.”
– Flora Ng

Our new chatbot is now live in the Tali web app, offering 24/7 support for clinicians who need answers right away. Whether it’s billing, onboarding, or figuring out how a feature works, the chatbot is there to help, day or night.

What makes this tool stand out isn’t just its availability, it’s how it’s constantly improving.

“I regularly review chat logs to see what people are asking, and I update the knowledge base to make answers clearer and more helpful.”
– Flora Ng

That means when a clinician asks something like "How do I use EZ Copy?" or "Why does it say I’m still being charged?". The chatbot can provide a helpful, accurate response, right away.

“It’s all about reducing frustration and giving people reassurance without delay.”
– Flora Ng

And this is just the beginning. As more questions come in, Flora continues to fine-tune both the chatbot and the underlying knowledge base so that support is seamless, accurate, and always improving.

“We want it to feel like someone’s always there for them, even when we’re offline.”
– Flora Ng

Final Thoughts

Flora’s passion for making life easier for Tali users shines through in everything she does, from feature feedback to chatbot optimisation.

“Even if the questions seem small, they matter. People just want to know they’re being looked after.”
– Flora Ng

Big thanks to Flora for sharing her thoughts in this edition of Tali Talks. If you’ve had a great experience with our chatbot or have ideas for how we can improve, we’d love to hear from you.

See you next time for more behind-the-scenes stories from the people building the future of healthcare with Tali.