Case Study · 01 / 05
AI Texting Check-In Bot.
A two-way SMS agent that absorbed the appointment dance.
Context
Where they were coming from.
A multi-site chiropractic group was burning two front-desk FTEs on confirmation calls, reschedule requests, and intake-form chasing. The work was repetitive, but every call still needed a human at the end of the phone.
We sat in on a single Tuesday afternoon and counted: 137 outbound dials, 89 voicemails, 11 actual conversations. The work had to be done. It did not need a human at the keyboard.
What We Built
The agent, specified.
A specialist SMS agent integrated directly with the practice management system. Patients receive a confirmation thread the day before their appointment, can reschedule by text, can submit pre-visit forms via a one-tap link, and can escalate to a human if anything looks clinical.
- Two-way Twilio integration
- Practice management system writeback (chart-of-record stays clean)
- Escalation to front-desk Slack when the agent detects clinical language
- HIPAA-aligned message storage
- Pre-visit form submission with one-tap deep links
Results
The shape of the curve after launch.
Illustrative metrics pending client sign-off. The shape of the curve matters more than the exact number. These are the moves we aim for.
84%
Pre-Visit Traffic Handled By The Agent In Month One
9 hrs
Front-Desk Time Recovered Per Site Per Week
−27%
Same-Day No-Show Rate
Have a workflow like this?
Bring us the workflow that never quite gets done. We'll spec the agent that does it.