The enterprise friction point
Patients faced 20+ minute waits, and 35% abandoned the call before reaching anyone. After-hours enquiries went to voicemail and were actioned late. Missed confirmations were driving a 15% no-show rate against booked capacity.
Transformation objectives
- Eliminate extended hold times for appointment booking.
- Reduce patient abandonment during intake.
- Enable scheduling 24/7, not just in clinic hours.
- Cut no-shows through automated confirmation.
Discovery & architectural audit
Call-pattern analysis showed demand was not exceeding clinical capacity — it was exceeding *reception* capacity. Appointments were available; patients simply could not get through to book them.
The Fortiv AI architecture
- 01
Voice Agent: A medical-grade conversational agent handling inbound calls around the clock, integrated with the EHR over FHIR so bookings are real, not requests.
- 02
Smart Triage: Urgency categorisation, with complex or clinically sensitive cases routed to senior staff rather than handled autonomously.
- 03
Proactive Outreach: WhatsApp and SMS campaigns targeting patients who are due, plus waitlist offers when a cancellation frees a slot.
- 04
Automated Reminders: A multi-channel sequence across email, SMS and voice with one-touch confirm or reschedule.
Verified audit outcomes
Post-deployment impact
- 75% Reduction
- In onboarding latency
- +45% Bookings
- Appointments booked versus the prior baseline
- 15% → <3%
- No-show rate
- $100k/month
- Additional revenue from recovered capacity