Hey there! Chris here from Aeva AI Receptionist for Healthcare.
Firstly, our Nookal integration is finally live! If you know someone using Nookal, Aeva can finally help.
Secondly, I recently caught up with one of our new customers Lia Dixon, who runs Malvern Chiropractic with her husband Joel, the principal practitioner.
They shared a story about how one of their very first patient calls with Aeva went.
Day one at Malvern Chiropractic
On 7 October they switched Aeva on for the first time. The plan was lunch cover, 12 till 1. They left it running until 6pm just to see what would happen.
About ten calls came in.
One of them was a patient ringing to cancel three upcoming appointments. She had a heart condition and needed to get it dealt with urgently before anything else. She also had a strong accent, which is usually where phone systems fall over.
Although Aeva is set up to help to save cancellations and turn them into reschedules or remind patients of cancellation fees, Aeva didn't rush her. It’s smart enough to understand when it shouldn’t push. It assisted with canceling all three, then told her it was sorry to hear about her heart, that it was important to get that sorted first, and that they'd be here to book her back in when she was ready.
Lia played the recording to her husband Joel that evening.
"He was shocked. He just said, God, it sounds so empathetic."
And the patient? By the end of the call she was thanking the receptionist for being so kind.
"I think she forgot she was talking to an AI."
Lia gave me permission to share the conversation.
The thing I got wrong about what clinics are buying
When Louis and I started, I thought clinics wanted an AI receptionist because it answers every call. Capacity. Coverage. Never missing the 7:40am booking.
That's still true. But it's not the moment people remember as you see with Lia’s call.
The bar isn't "does the AI sound human" anymore. The bar is "does it sound as good as your best receptionist on her best day, on the call where most people are at their worst".
That's the bar we're chasing.
Every call counts,
Chris Baxter
founder, Aeva AI Receptionist for Healthcare
www.aevaai.com
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