South Coast Physiotherapy
- Where
- Hamilton Mountain, Ontario
- What
- AI voice agent for overflow calls
A backup receptionist for the calls the front desk cannot get to
Built an AI voice agent, Sarah, designed to answer a clinic's overflow calls when the team is with patients. She takes appointment requests and callback details for the team to confirm, and answers common questions.
What was built
- Designed to answer overflow calls in the clinic's name when the main team is busy
- Takes new appointment requests: new or returning patient, what needs treating, preferred day and time, name and a phone number read back to confirm
- Takes cancellation, reschedule and appointment questions as callback requests for the team
- Answers hours, location, direct billing and the list of treatments and conditions from a knowledge base for that location
- Says when it does not know and offers a callback instead of guessing
- Never gives clinical advice; treatment decisions stay with the clinician
- Transfers to a person when the caller asks, and says it is a virtual assistant if asked
- Does not book into the calendar itself: every request goes to the reception team to confirm
- Tuned over rounds of test calls: one question at a time, short answers, phone numbers read naturally
Before
Patients calling back later after no answer
After
Designed so a virtual receptionist picks up, takes the caller's details and passes them to the team.
