AI should be integrated as a supportive system to streamline repetitive tasks—such as summarizing consultation records, structuring FAQs, analyzing customer journeys, drafting content, and assisting with operational reports—rather than as a tool for making operational decisions. Medical judgments, diagnoses, and treatments must remain strictly within the scope of professional responsibility.

Why is this important?

If the scope of use and prohibited areas are not defined when introducing AI, it can lead to issues with personal information, misinterpretation of medical judgments, and exaggerated expectations for automation. Safe AI utilization begins with setting boundaries, managing data, and establishing internal review standards before automation.

How to apply it?

1. 1. Distinguish between tasks AI can and cannot handle.

   The first step in AI application is not finding tasks to automate, but defining boundaries. Non-medical operational tasks such as summarizing consultation records, organizing FAQs, classifying customer journeys, and drafting internal reports can be considered, but areas that could be interpreted as medical judgment—such as diagnosis, treatment, and prescription—must be clearly excluded.

2. 2. Establish standards for de-identification, consent, and access rights for customer data.

   Before inputting customer information into AI tools, you must verify what data can be used, who can access it, and whether consent is required for external tool usage. If necessary, names, contact information, and sensitive consultation details should be removed, and the data should only be used for operational pattern analysis.

3. 3. Organize FAQs and consultation scripts into an AI-friendly structure.

   AI operates more reliably in structures where questions, short answers, detailed explanations, precautions, and recommended actions are separated, rather than in irregular documents. Therefore, repetitive questions should be organized into answer assets, and managed by separating answer_short, why_it_matters, how_to_apply, and caution.

4. 4. Implement an internal review process instead of sending AI output directly to customers.

   Consultation scripts, content drafts, and operational reports generated by AI must be reviewed by a manager before use. In particular, a safety gate is needed to ensure that medical effects, performance guarantees, customer personal information, and exaggerated expressions are not included.

5. 5. Evaluate AI performance based on operational quality improvement rather than just automation rates.

   The purpose of introducing AI is not to replace people, but to organize repetitive tasks and help find information needed for decision-making quickly. Therefore, it is safer to check indicators related to operational quality first, such as processing time, reduction in missing records, consistency of consultation standards, and internal review speed.

Precautions

AI does not replace medical diagnosis, treatment, prescriptions, or legal judgments. Prior review is required for the use of customer data, external AI tools, and expressions related to medical or personal information.