Calls that never reach a doctor
A 3-doctor primary-care clinic was tracking a 28% missed-call rate. Most of those calls happened outside hours: evenings, weekends, and during peak surgery hours when the front desk was already on another line. Patients hung up, then dialled the next clinic on Google.
The clinic knew what each missed call cost: roughly the lifetime value of a primary-care patient, times the rate at which a missed first call ends with that patient never coming back.
An AI voice agent that never goes home
We deployed an AI voice receptionist that picks up on the first ring 24/7, in three languages. The agent is connected to the clinic's practice management system. It checks live availability and books, reschedules, or cancels appointments in real time. Prescription refill requests are written into the clinical system as tasks.
Clinical urgency is the critical edge case. The agent listens for urgency cues in the caller's speech (chest pain, fever in young children, post-operative bleeding) and transfers to the on-call doctor via SMS with the call transcript attached.
What happened to the missed-call rate
The clinic now misses zero calls. After-hours appointment bookings tripled in the first eight weeks, almost entirely from windows that previously generated zero revenue.
Revenue lift is harder to attribute cleanly, but the clinic's own dashboard shows a 22% increase in monthly billable visits tied to appointments booked outside core hours.