How a Growing Diagnostics Chain Recovered ₹38L in Annual Revenue with AI Voice Agents
A growing diagnostics chain was losing ₹3-4L per month from missed calls and unboooked home-collection appointments. We deployed AI voice agents across phone and WhatsApp to handle scheduling, bookings, and patient queries in three languages.
Client
8-centre diagnostics chain in Hyderabad
Industry
Healthcare / Diagnostics
Timeline
6 weeks from kickoff to full deployment
The Challenge
With 400+ daily calls across 8 centres, the client's reception staff were overwhelmed. Nearly 30% of calls went unanswered, and home-collection bookings — their highest-margin service — were falling through the cracks.
- 400+ daily calls with only 70% answer rate
- 30% of calls unanswered, leading to lost bookings
- Home-collection appointment no-shows and double-bookings
- Missed bookings costing ₹3-4L per month in lost revenue
- Patient complaints driving Google rating down to 3.8
The Solution
We deployed AI voice agents on both phone and WhatsApp channels to handle the full patient communication lifecycle — from appointment scheduling and home-collection booking to test preparation queries and report notifications.
- AI voice agents handling inbound calls with natural conversation flow
- WhatsApp integration for appointment booking and management
- Multi-language support: Telugu, Hindi, and English
- Automated home-collection scheduling with smart slot management
- Test preparation instructions and report delivery notifications
- Integration with existing lab management system
The Results
Call Answer Rate
70% → 96%
Home-Collection Bookings
Baseline → +28%
Double Bookings
Frequent → Near zero
Google Rating
3.8 → 4.3
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