For the Genea marketing team · 13 October 2026

A Fertility Concierge that triages before it collects a form.

The current enquiry flow sends every prospective patient (from someone wondering about costs to someone ready to book) through the same 8-field form, then into the concierge queue. This demo shows what happens when a conversational agent handles the triage first.

See what it replaces

Before and after

The current flow collapses every intent into one form.

The genea.com.au "Fertility Concierge" entry point was walked this morning. Both paths through the modal (schedule a call, or submit an enquiry) land on the same 8-field static form, which creates a generic Salesforce lead the concierge team then triages manually.

Today

Static enquiry form

Modal opens with "How would you like to connect?" and two options.
Both options dead-end into the same form: name, email, phone, how-did-you-hear, postcode, Area of Interest dropdown, free-text message.
Form submits to Salesforce as a generic lead.
Fertility Concierge team reads it, works out what the patient actually needs, replies by email.
Response time: next business day in most cases.

With Lorikeet

Conversational triage

Chat opens on the page the visitor was already reading.
Agent asks what brought them in, in plain English.
Triages into one of six paths: general info, specialist booking, bulk-billed FHA, concierge callback, donor, or existing patient.
Answers general info itself from the Genea knowledge base (costs, success rates, Medicare, locations).
Hands off to the Concierge team with a pre-qualified Salesforce lead and a suggested next action.

Try it

Click a prompt to copy, paste into the chat.

These are the six intent paths the agent is tuned to handle. Mix them up. Change the details. Try to break it.

Names, emails, and phone numbers are mocked. Make them up. The agent will quote back whatever you tell it and ask you to confirm before "creating" the Salesforce lead.

Under the hood

One agent, three jobs.

Classify intent

The agent reads what the visitor types, maps it to one of six paths, and picks up any context they already shared (symptoms, age, location, timeline) so it never asks twice.

Answer or qualify

General questions get a direct answer from the Genea knowledge base, with real figures. Anyone wanting human help gets qualified: contact details, state, GP referral status, journey stage, preferred callback time.

Hand off with context

The Concierge team receives a structured Salesforce lead with a one-paragraph summary and a suggested next action, not a blank enquiry. They open the lead and already know what to do.

The handoff

What the Concierge team sees instead of a blank form.

An example of the Salesforce lead the agent creates after qualifying a visitor who wanted a specialist booking. Same team, same workflow, far better starting point.

Lead reference:LEAD-2026-0847
Assigned queue:Fertility Concierge — Website Leads
SLA:1 business day (2 hours if urgent)

Name:Priya Chen
Email:priya.chen@example.com
Phone:0412 345 678
Preferred callback:After 6pm Tue or Thu
State / suburb:NSW / Bondi Junction

Lead type:specialist_booking
Journey stage:planning_to_start
Area of interest:IVF (second cycle after one unsuccessful attempt elsewhere)
GP referral:has_referral
Urgency:this_week

Summary:
Priya is 36, had one IVF cycle at another clinic 18 months ago that was not successful. Wants to try again at Genea and prefers the Bondi Junction clinic for proximity. Has a valid GP referral and wants to understand next steps and likely out-of-pocket.

Suggested next action:
Call Tuesday after 6pm. Walk Priya through specialist options at Bondi Junction (Dr Smith and Dr Lee both take new patients). Send cost estimate for an IVF cycle including Medicare rebates. Flag that she has prior cycle data worth bringing to the first consult.

Scope

In and out of today's demo.

This is a working prototype. It handles the full flow end to end, with a mocked Salesforce integration. The real integration is a familiar one for Lorikeet and is straightforward to scope.

In scope today

Conversational triage across the six intent paths above.
Answers from the Genea knowledge base, using real figures from genea.com.au.
Qualification and structured lead handoff via a mocked Salesforce lead write.
Safe redirect for existing patients and clinical urgency.
Running on a chat widget on this page, embeddable on genea.com.au.

Not in today's demo, straightforward to add

Direct Salesforce Lead write (today it's mocked; going live is a scoping call).
Direct booking integration with bookings.mygenea.com.au.
Returning-visitor recognition from the Salesforce Lead table.
Voice line answering the same questions.
Proactive SMS reminders for scheduled callbacks.