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Healthcare · Case study
A busy clinic took its front desk off hold.
A multi-provider clinic whose front desk fielded a steady stream of inbound calls all day, with staff splitting attention between the phone and the patients standing in front of them.
The problem
- Most inbound calls were routine — scheduling, directions, refill status — but every one interrupted in-person care.
- Peak-hour callers sat on hold; some simply hung up and didn’t call back.
- After-hours calls went to voicemail nobody enjoyed processing in the morning.
What we implemented
- AI voice agents answering the main line, scheduling and rescheduling directly into the clinic’s calendar system
- Warm human handoff the moment a call needed judgment — clinical questions never handled by the agent
- HIPAA-aware handling with PHI redaction in logs, and a full audit trail per call
Results
Routine calls, handled end-to-end
Scheduling, rescheduling and status calls are answered and completed by the agent — day and night.
Hold queues, gone
Callers reach an answer immediately instead of a queue, at peak hours and after hours alike.
Front-desk time, returned
Staff attention went back to the patients standing at the desk.
Built on
Get results like these →How the engagement ran
i
Discovery & data readiness
Weeks 0–2ii
Build & integrate
Weeks 2–6iii
Live pilot
Weeks 6–8iv