BIS Voice
AI Virtual Assistant for Inbound Patient Engagement
Transforming Healthcare Front-Desk Operations Through Conversational AI — BIS Voice acts as a 24×7 virtual front-desk assistant, handling inbound patient calls, scheduling, and appointment support. Data through August 25, 2026.
The Challenge
Limited Front-Desk Hours
Front desk and clinic teams could only support patients during limited business hours, leaving after-hours callers without a way to reach anyone.
Waiting for a Representative
Patients calling about appointments, scheduling, or clinic information often had to wait for a representative to become available.
High Call Volume, Fixed Capacity
As inbound call volume grew, staff capacity remained fixed, straining teams responsible for scheduling, answering questions, and transferring patients.
Repeat Calls & Manual Transfers
Patients often needed to call back when the front desk was closed, or required a transfer to a dedicated clinic department for additional assistance.
The BIS Voice Solution
Intelligent Call Handling
Handles inbound patient calls 24×7, provides clinic and provider information, answers common patient questions, and assists with appointment-related requests.
Increased Patient Scheduling
Schedules and reschedules appointments for new and existing patients, collects required information during the call, and supports scheduling after hours.
Existing Appointment Details
An updated API lookup tool retrieves existing appointment information, expanding the assistant's scope from scheduling to broader appointment support.
Patient SMS & CRM Notification
Sends an SMS confirmation to the patient after an appointment is scheduled, plus an email notification to the CRM queue for processing.
Transfer to Dedicated Clinic Departments
Routes patients to the correct clinic department when additional assistance is needed, letting the assistant handle routine requests while human teams manage exceptions.
Key Results at a Glance
46,020 during business hours + 4,075 after hours, through August 25
2,592 during business hours + 237 after hours
Calls handled outside traditional front-desk hours
Appointments scheduled outside business hours
Total AI/Bland call minutes logged through August 25
Measurable Business Impact
Increased Patient Reach
50,095 inbound calls handled through August 25, giving patients an always-on channel during business hours and after hours.
Increased Appointment Scheduling
2,829 appointments scheduled through August 25, supporting new-patient, existing-patient, and rescheduling workflows.
Expanded Appointment Support
Existing appointment details are now retrievable through the updated API lookup, reducing patients' need for a front-desk representative.
Automated Patient Communication
SMS sent to patients after scheduling, plus an email to the CRM queue, reducing the need for manual follow-up after the call.
After-Hours Availability
4,075 calls and 237 appointments handled after hours, extending scheduling support beyond traditional front-desk operating hours.
Why This Model Works
"AI5 is now operating as a stable 24×7 inbound virtual front desk."
Consistency
Patients receive the same automated support across every call, with no gaps between interactions.
Availability
The assistant is available during business hours and after hours, extending support beyond a fixed front-desk schedule.
Automation
Routine appointment and information requests are handled by AI, freeing human teams for exceptions.
Integration
APIs support existing appointment information and connect the assistant to downstream scheduling workflows.
Communication
SMS and CRM notifications continue the workflow after scheduling, keeping patients and staff informed.
Quality
Every update passes through QC testing and validation before reaching production use.
Strategic Outcome
From front-desk dependency, limited operating hours, manual appointment handling, and patient wait times — into a proactive, intelligent, always-on patient engagement and appointment-scheduling solution.