Healthcare Voice AI Agent — 800 Patient Calls Handled Daily Without Staff

The client operated 3 hospitals with a shared call center of 12 agents handling patient inquiries — appointment bookings, OPD slots, lab result status, doctor availability, and follow-up reminders. Peak hours (8–11 AM, 5–8 PM) had average wait times of 14 minutes. Patient complaints about hold times were frequent. Hiring more agents was not cost-effective.

XPndAI designed and deployed a voice AI agent that handles inbound and outbound patient calls in Hindi and English:

• ▸Appointment Booking — patient says doctor name or specialty, agent checks live calendar API, offers available slots, confirms booking via SMS
• ▸Lab Result Status — patient gives UHID or name, agent queries HMS, reads out status or SMS-sends report link
• ▸Outbound Follow-up Calls — automated post-discharge calls checking patient recovery, flagging escalation cases to nursing staff
• ▸Smart Escalation — emergency keywords or patient distress triggers immediate transfer to human agent

The system handles 800+ calls/day. Human agents now only take complex or escalated cases — roughly 20% of total volume.