Conversational Intake

A multi-location wellness practice was losing 12% of new bookings to no-shows and incomplete intake forms. Front-of-house staff spent the morning chasing paperwork; practitioners spent the first ten minutes of every session re-asking baseline questions. New client onboarding was a leaky funnel and a bad first impression.

• 01Designed a conversational intake flow that meets clients where they are — SMS, voice call, or web — and adapts tone to match the practice's brand.
• 02Built a structured-extraction layer so free-form answers get normalised into the practice's clinical schema, validated, and written straight to the EHR.
• 03Added intelligent follow-up: missing fields trigger a friendly nudge, sensitive answers route to a human, and appointment reminders are personalised based on intake responses.
• 04Hand-off summary is generated for each practitioner before the session — no more 'so, what brings you in today?'

• 94% of intakes now completed before the first appointment, up from 61%.
• No-show rate dropped from 12% to 4% inside two months.
• Front-of-house team reclaimed ~15 hours per week previously spent chasing forms.
• Net Promoter Score on the onboarding experience rose from 32 to 71.