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EVENOR

Proof of concept

Front desk voice agent across multiple sites

A multi site clinic group runs one published number across three locations. The morning rush and the hour after closing are when most calls arrive, and those are exactly the hours the front desk cannot reach the phone. Every missed call becomes a callback somebody has to remember.

A voice agent waveform answering a call and booking a slot

What we built

  • A voice agent that answers on the first ring, greets the caller and handles natural speech including switching between English and Malayalam mid sentence
  • Caller lookup against the patient record so a returning caller is recognised before they explain who they are
  • Live slot availability checked per location and per practitioner, with the appointment booked while the caller is still on the line
  • Rescheduling and cancellation handled in the same call, with the freed slot released immediately
  • A confirmation message to the caller and a written summary filed against the patient record
  • Immediate transfer to a human for anything clinical, with the transcript already on their screen

What it showed

In the proof of concept the agent completed routine bookings, reschedules and cancellations end to end across all three locations, and every call it was not permitted to handle reached a person with context attached. No call rang out.

What a live engagement needs

A live rollout needs read and write access to the appointment system, the clinic's own rules on what an agent may never decide, and a fortnight of supervised calls before the number is switched over.

Services behind it

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Related proof of concept work

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