200 calls per day, a 34% no-show rate, and front desk buried in admin
Phone lines were receiving 200+ calls per day across three locations. Front desk staff were spending over three hours daily on scheduling and rescheduling alone. The no-show rate was 34% because reminders were sent manually and frequently missed. Patients calling after 7pm found no one available to help, and those slots went unbooked.
Voice bot for scheduling, website chatbot for queries, automated reminders for every appointment
Genie's voice bot handles appointment booking, cancellation, and rescheduling across all three locations 24 hours a day. The website chatbot handles new patient queries and sends pre-consultation checklists automatically. Reminder calls go out at 24 hours and 2 hours before each appointment, without any staff involvement.
Half of appointments now self-booked; no-shows down 44%; 2.5 hours returned to front desk daily
52% of appointments are now self-booked via the bot with no staff involvement. The no-show rate dropped from 34% to 19%. Front desk staff recovered 2.5 hours per day, which is now spent on in-clinic patient management rather than phone scheduling. After-hours booking is fully covered.
“Our front desk team was excellent at patient care but they were buried in phone calls. Now the bot handles scheduling and they focus on the patients actually in the clinic.”