Conversational Intake
A voice and text agent that handles new client onboarding end-to-end — practitioners walk into every session already briefed, every time.
Outcome Metrics
01 · The Problem
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.
Related expertise: agentic operations infrastructure for COOs and AI Agents for staff cost reduction in Australia.
02 · The Approach
- 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?'
03 · The Outcomes
- 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.
"Every client now arrives feeling known. The agent did in five weeks what we'd been promising ourselves for three years."
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