Missed calls down from 18% to 3%
A voice agent that books, moves and cancels appointments, and never answers clinical questions itself.
3%
missed calls
18%
→
3%
140
after-hours bookings a month
0
→
140
100%
clinical questions passed to staff
—
→
100%
Illustrative case study for a fictional client. Figures show how this layout presents results; they are not real outcomes. Results vary.
The problem
Mossgate Clinic, a physiotherapy and dental practice, missed almost one call in five during busy hours and all calls after 6 pm. Most were simple: book, move or cancel an appointment.
What we built
A voice agent now answers every call, books, moves and cancels appointments in the practice calendar and confirms by text. It never answers clinical questions: it says so, and the front desk gets a call-back task with the caller’s details.
The workflow
Hover or focus a step. The amber step is where a person signs off.
Mossgate Clinic · workflow (illustrative)
- A patient calls the clinic number.
- The agent finds a slot and books, moves or cancels the appointment.
- Any clinical question ends the automated part of the call.
- Staff get a call-back task with the caller's details and question.
- The patient gets a text confirmation; the calendar is updated.
01
Before
Calls missed while the front desk was with patients
No bookings after 6 pm
Call-backs written on paper
02
After
Every call answered, day and night
Bookings and changes confirmed by text
Clinical questions passed to staff — every time
Trend after launch
Missed calls, % (illustrative)
Stack (named as text only)
Practice calendar API, Twilio Voice and SMS, a speech-to-text and text-to-speech provider, n8n, a hosted LLM restricted to booking tasks
"It never gives medical advice and it never forgets to call someone back. That's exactly what we asked for."
Dr. Helena Vos
·
Clinic Director, Mossgate Clinic
· demo testimonial
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