01
Conversation design from real calls
We analyzed a month of call recordings to script flows around what callers actually ask — appointments, hours, insurance, preparation instructions — and where they hesitate.
Multi-location clinic group · AI Voice Agents
From 24% missed calls to zero
A clinic group's front desks were missing a quarter of inbound calls — lunch hours, evenings, and peak mornings simply rang out. A voice agent now answers every call within two rings, books directly into the practice system, and routes anything urgent to staff.
- 0
- missed calls, from 24%
- <2 rings
- average pickup
- -52%
- no-show rate with automated reminders
/ 01 — The problem
What was breaking.
Call analysis showed 24% of inbound calls went unanswered, concentrated exactly when prospective patients call: lunchtime and after work. Each missed new-patient call was a booking made elsewhere.
Front-desk staff described the phone as the most stressful part of the job — every call an interruption of the patient standing in front of them.
/ 02 — The build
How we approached it.
02
Triage rules from clinical staff
Symptom-related and urgent-sounding calls route to humans immediately, by rules the clinical team wrote and tested. The agent knows what it must not handle.
03
Direct PMS integration
The agent books against real availability, sends confirmations, and writes call summaries to the patient record — no message-taking, no callbacks.
Timeline5 weeks from call analysis to full launch across locationsStackVapiElevenLabsTwilioClaudePMS API
/ 03 — The results
What changed.
- 100% of calls answered within two rings, around the clock — including the 31% of bookings that now happen outside office hours.
- 38% more appointments booked in the first quarter, with no additional front-desk staff.
- Automated confirmation and reminder sequences cut no-shows by half; cancelled slots refill from the waitlist automatically.
- Front-desk staff report the waiting-room experience transformed — the phone no longer wins every interruption.
“Patients tell us we've gotten easier to reach. We didn't add a single phone line — we just stopped letting calls die.”
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