AI Appointment Desk for Multi-clinic Network
Automated appointment booking, reminders, and patient FAQs across 6 locations — freeing front-desk staff for in-person care.
Client snapshot
The challenge
Every clinic had a front desk drowning in appointment calls. Peak hours meant 8-minute hold times; off-hours meant missed bookings.
Patients routinely asked the same questions — "what's your OPD timing?", "which doctors are in today?", "do you accept X insurance?" — tying up staff who should be helping the person in front of them.
No-show rates were sitting at 22% because reminders were manual (and often forgotten).
Our approach
- 01
Unified slot inventory
Consolidated the 6 clinics' appointment systems into one live slot view so the bot could book across any location based on doctor availability + patient preference.
- 02
Multi-channel patient entry
Built the same brain behind three channels: website chat, WhatsApp, and a voice IVR in Hindi + English for patients who prefer calling.
- 03
Reminder + reschedule loop
Auto-reminders 24h and 2h before the appointment with a one-tap reschedule button — no need to call anyone to move a slot.
- 04
Escalation with context
Complex cases (multi-doctor, insurance authorisation, urgent symptoms) route to the right front-desk person with the full conversation attached.
What we built
- WhatsApp + web chat booking with live slot availability across 6 clinics
- Hindi/English voice IVR for patients calling the central number
- Automated reminder + reschedule messages 24h and 2h before appointments
- Patient FAQ bot (timings, doctors, insurance, directions, prep instructions)
- Front-desk dashboard showing bot bookings, escalations, and call summaries
- HIPAA-aligned data handling + consent capture
Results
- 82% of appointments now booked by the bot without any front-desk involvement
- No-show rate dropped from 22% to 13% thanks to automated reminders
- Front-desk staff redeployed to in-person care rather than phone triage
- Patient satisfaction scores up 18 points on post-visit surveys
Tech stack
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Client identity kept confidential under NDA. Metrics reflect the actual project at the time of delivery — full decks available on request.