Patient Scheduling & Triage Assistant
45% less call-centre volume
Client Context
A private healthcare network with 12 clinics and a central call centre handling 3,000+ calls per day. Peak wait times exceeded 15 minutes.
The Challenge
The call centre was a bottleneck for patient access. 60% of calls were routine — scheduling, rescheduling, prescription refills — but they consumed the same queue time as complex medical enquiries.
Our Approach
We deployed voice and chat AI integrated with the clinical management system, respecting booking rules, provider availability, and patient preferences. The system handles scheduling, prescription refills, and pre-consultation triage, escalating clinical questions to qualified staff.
Timeline: 10 weeks
The Results
- 45% reduction in call-centre volume
- 30% improvement in appointment utilisation
- Patient wait time reduced from 15+ minutes to under 2 minutes
- Clinical staff freed to focus on patient care
Facing a similar challenge?
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