Autonomous AI Voice Concierge & Inbound Scheduling Agent
Key Results
Inbound call containment without human intervention
Front-desk staff time saved across 14 clinics
Increase in after-hours and weekend appointment bookings
1The Challenge
Front-desk staff across 14 clinic locations were missing 38% of inbound patient calls during peak hours and after-hours, leading to lost appointment bookings and poor patient satisfaction. Staff spent over 3 hours daily handling repetitive FAQs, cancellations, and basic rescheduling requests.
2Our Solution
Architected a 24/7 human-sounding conversational voice agent using Retell AI and OpenAI Realtime API, integrated with Twilio Voice and the network's Practice Management System (PMS) via n8n. The agent autonomously answers calls, verifies patient records, schedules/reschedules appointments, and routes complex emergencies to on-call clinical staff.
Our Approach
Engineered ultra-low-latency (<400ms) voice conversational pipelines using Retell AI and OpenAI Realtime models with custom speech-turn detection
Built real-time calendar synchronization via n8n webhooks to check availability, book slots, and dispatch SMS confirmations via Twilio
Implemented HIPAA-aligned patient verification and automated EHR/PMS note-taking after every call
Designed intelligent fallback and sentiment monitoring to instantly escalate distressed or emergency callers to a live receptionist
Developed an executive analytics dashboard tracking call containment rate, booking volume, and average handle time
✓The Impact
Inbound call containment without human intervention
Front-desk staff time saved across 14 clinics
Increase in after-hours and weekend appointment bookings
Technology Stack
Project Details
Client
Multi-Location Dental & Orthodontic Network
Industry
AI & Automation
Duration
6 weeks
Want to achieve similar results for your ai & automation organization?
More AI & Automation Projects
Outbound AI Voice Agent for Lead Qualification & Follow-ups
The sales and renewals team was spending 65% of their day dialing outbound leads who were unreachable, not interested, or unqualified. With over 5,000 pending renewal notices and lead follow-ups monthly, human agents could only cover 30% of the contact list.
View Case StudyAutonomous Lead Generation & AI Pipeline
A premier B2B marketplace needed a scalable way to acquire new business listings. Manual outbound pipelines were hindered by proxy blocking (bot detection), data decay (invalid info), and the sheer human cost of replying to hundreds of unqualified prospects.
View Case Study