Primary Care

Every patient call answered, in English and Spanish.

A multi-site primary care group deployed Interactly's AI Front Desk to answer every inbound call, automate routine front-desk work, and extend the same platform to proactive Annual Wellness Visit outreach.

industry

Primary Care

organization

Multi-site Primary Care Group

deployment

AI Front Desk

PRODUCTS

Voice AI

Patient Access

Appointment Scheduling

Annual Wellness Visits

700

Inbound calls handled

72%

Resolution rate

EN + ES

Bilingual support

3.7/5

Average call quality

THE CHALLENGE

Reaching every eligible member, on deadline, without hiring.

Front-desk teams were overwhelmed by repetitive inbound calls for appointment changes, insurance questions, referrals, medical records, and requests to reach clinic staff. During busy clinic hours, patients waited on hold while clinical teams were pulled away from patient care.

The organization needed every patient call answered immediately, routine requests completed automatically, and complex conversations routed to the right staff without adding front-desk headcount.

HOW INTERACTLY SOLVED IT

One platform, every outreach workflow.

Interactly deployed an AI Front Desk that answers every inbound call, verifies patient identity, understands intent, resolves routine requests, and transfers complex conversations with full context. The same assistant was later extended to power proactive Annual Wellness Visit outreach.

AI Front Desk

English & Spanish conversations

Appointment scheduling and rescheduling

Intelligent call routing

EHR & scheduling integrations

Annual Wellness Visit outreach

EVERY CONVERSATION FOLLOWS THE SAME PATH

From detect to resolve, on every member.

Answer

Every inbound call is answered immediately in English or Spanish.

Understand

The assistant verifies the caller and identifies the reason for the call.

Resolve

Routine requests—including scheduling, rescheduling, cancellations, and general enquiries—are completed automatically.

Route

Clinical questions and complex requests are transferred to the correct care team with full conversation context.

Extend

The same AI assistant powers outbound Annual Wellness Visit outreach using the identical workflow.

Outcomes

Platform performance

Inbound calls handled

700+

Overall resolution rate

72%

Average call quality

3.7 / 5

Languages supported

English & Spanish

Workflow automation

~ 85.8%

Information enquiries addressed

~ 42%

Members reached

~ 60%

Appointment cancellations automated

Call distribution

Real numbers, campaign by campaign.

Call distribution

Information & general enquiries

57.0%

Call distribution

Appointment booking

16.9%

Call distribution

Appointment rescheduling

13.9%

Call distribution

Appointment cancellation

6.3%

Call distribution

Other

5.9%

WHAT CHANGED

The operational shift after deployment.

Every patient call was answered without missed calls during the audit period.

One bilingual AI assistant handled conversations in both English and Spanish without separate workflows.

Routine scheduling requests were completed automatically, reducing front-desk workload.

Complex conversations reached the right care team with context already collected.

The same platform expanded beyond inbound calls to proactive Annual Wellness Visit outreach.

The deployment demonstrated that patient access and preventive outreach can run on a single AI workflow.

Explore related workflows

The operational shift after deployment.

Across 300,000 patients, every quarter brought the same wall: thousands of outbound attempts for wellness visits, screenings, and plan alignment, most ending in voicemail or wrong numbers, all tied to deadline-driven quality measures. Outreach had to run in English and Spanish and pull clinical staff away from patient care to keep up.

Appointment Scheduling