How a 40-provider primary care group, operating 20 locations, deployed Interactly's AI voice assistant across two of its sites to answer, resolve, and correctly route inbound patient calls, then extend the same engine to proactive Annual Wellness Visit outreach.
Inbound patient calls handled in the audit window
Resolution rate, need met or correctly routed
English and Spanish, at parity
Average call quality score
Across both clinics, front-desk teams were buried under repetitive inbound calls: records and documentation requests, appointment changes, insurance questions, and requests to reach aspecific person. The calls arrived in English and Spanish, often during clinic hours when staff were already with patients, so callers landed on hold or in voicemail, while clinical staff were pulled away from in-room care to answer the phone. Interactly's answer: an AI assistant that answers every call on the first ring, in English or Spanish, resolves routine requests end-to-end, and warm-transfers the rest to the right team with contextalready collected.
Across the audit window, calls clustered into five purposes. Information and enquiries dominated, followed by appointment changes, exactly the high volume, repetitive work best suited to automation.
Records, staff requests, insurance, referrals, lab status
New patient registration and general booking
Existing patients moving a visit
Including same-day fee notification
Caller said little before disconnecting
Records, staff requests, insurance, referrals, lab status
New patient registration and general booking
Existing patients moving a visit
Including same-day fee notification
Caller said little before disconnecting
More than four in ten calls came in Spanish. Resolution rates were closely matched across both languages, within roughly two points of each other, confirming language is not a barrier to service quality.
The assistant resolves what it can end-to-end and hands off the rest with context attached, so the right team picks up without the caller repeating themselves.
Question answered directly or correctly routed to the clinical team, thesingle largest category of contact.
OF ENQUIRIES
Identity verified, new slot offered and confirmed, appointment updated,with no staff time required. The strongest self-service flow.
COMPLETED BY AI
Identity verified, appointment located, same-day fee policy noted whereapplicable, request processed.
COMPLETED BY AI
Caller's need met or correctly connected to the right team by warmtransfer, with new-patient bookings routed to staff by design.
ALL CALLS
Question answered directly or correctly routed to the clinical team, thesingle largest category of contact.
Identity verified, new slot offered and confirmed, appointment updated,with no staff time required. The strongest self-service flow.
Identity verified, appointment located, same-day fee policy noted whereapplicable, request processed.
Caller's need met or correctly connected to the right team by warmtransfer, with new-patient bookings routed to staff by design.
Counted conservatively. A warm transfer to the correct team counts as a successfulresolution, not a failure, since the caller's need is met without hold queues or callbacks. Newpatient registrations are intentionally routed to staff per clinic policy. Outcome and qualityfigures reflect the formal four-day deep audit (May 26 to 29), which held steady across thefull two-week log.
The same assistant that answers the inbound line also runs outbound. For aprimary care group, the highest-value campaign is the Annual Wellness Visit,a core quality measure and revenue driver. Interactly proactively calls eligiblepatients, in English and Spanish, to schedule their AWV.
Contacted patients who schedule an AWV incomparable primary care outreach
Front-desk hours required,the assistant runs the outreach end-to-end
Same bilingual coverage proven on the inbound line
Across two locations, one assistant absorbed roughly a full-time front desk's call volume, in English and Spanish, with no missed calls and no after-hours gap.
From answering every inbound call to proactively booking wellnessvisits, the engine proven across these two locations is ready toscale to every site in your group.
Prepared for Interactly · Inbound call audit, two-location primary care deployment · May 20 to June 3, 2026.Confidential · For prospect distribution
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