THE STARTING POINT
The work that needed to change.
The network receives approximately 1,000 calls per day from people seeking appointments across medical offices. Its team reported spending about 40 combined staff-hours each day on callbacks and appointment handling.
WHAT WE BUILT
A project shaped around the problem.
Introduced AI support for incoming appointment inquiries and routine call handling.
Reduced the manual callback and appointment-handling work left for staff.
Kept staff involved in monitoring calls and moving patients toward confirmed appointments.
THE REPORTED OUTCOME
What the evidence shows.
The reported change from 40 to 5 combined staff-hours per day represents 35 hours freed, or an 87.5% reduction in the described callback and appointment-handling work. Staff continue to track calls and can focus more of their time on helping patients get booked and other business needs.
A FEW USEFUL DETAILS
Questions about this project.
What does the 40-to-5-hour change measure?
The client reported approximate combined daily team time for callbacks and appointment handling. It does not describe one person’s workday or the network’s total operating hours.
How were the time savings calculated?
Subtracting 5 hours from 40 gives 35 staff-hours per day. Dividing 35 by the reported 40-hour baseline gives an 87.5% reduction in the described work. The underlying estimates are client-reported.
Does the AI handle every incoming call or make clinical decisions?
The approximately 1,000 daily calls describe the network’s incoming workload, not a verified number handled by AI. This story covers administrative appointment support, with staff continuing to monitor calls and help patients get booked.