Hey there! Chris here from Aeva AI receptionists for Healthcare.
Recently, I’ve had three separate practice owners say similar things:
“Look, your AI receptionist is impressive. But I’ve had terrible experiences with these kinds of systems before, like when I call my bank.”
I get it.
The confusion is everywhere and it’s not their fault. It’s the legacy systems that poisoned the well.
Let’s clear this up right now:
An AI receptionist is not a phone bot.
When you call a bank, what you get is a rigid, pre-scripted system technically known as an ‘IVR’ system:
“Press 1 for this. Say ‘yes’ to confirm. Tell me in one word how we can help”
Zero understanding of context or emotion.
Loops you back when you try to talk like a human.
These were built to triage calls, not help you.
At Aeva, we’re building something completely different:
Our AI actually understands free speech.
It pulls context from your practice management software in real time (appointments, names, preferences).
It listens, pauses, rephrases and speaks like a person.
Where IVR systems try to block you from talking to a human, Aeva is designed to help you like a human or hand you off to one, gracefully, when needed.
Our latest feature for Aeva
On Monday next week, we will be releasing our brand new feature for Aeva customers.
The ability to transfer calls back to a practice phone number based on certain customisable conditions, such as when a customer asks to speak with a person.
Transfer modes can be set to either:
Manual, where you can manually toggle the call transferring on or off through the Aeva web app.
Or Automatic, based on your set operating hours.
And my favourite part: We’ve even added a hand-off function where a few words about the conversation is shared to you when you pick up a transferred call. So you know how to help the patient right before speaking with them.
So here’s the thing I’ve come to realise.
When a practice owner says, “I’ve had bad experiences with systems like this before,”
they’re not talking about AI receptionists.
They’re talking about calling their IVR system bank robot.
That moment when you're met with a voice that doesn’t listen.
A system that treats you like a task to be routed, not a person needing help.
It becomes obvious why the association is there.
For years, that was all anyone knew.
Rigid phone trees. Press 1, press 2, say “yes,” get looped back again.
That’s not the customer service patients are looking for.
So when we show people Aeva and they hear how naturally she speaks, how quickly she gets things done, how she actually helps, there’s still a moment of hesitation. Not because she’s not good. But because people are still healing from years of phone trauma.
That’s why we’re so obsessed with the details like our new transferring feature.
We’re not just building something smarter.
We’re rebuilding trust in the idea that answering the phone can still feel human.
That’s the line we’re walking every day.
Not replacing receptionists or people. Just finally giving them and you the breathing room to focus on what really matters.
Aeva is not a bot. She’s not a phone tree.
She’s AI, built to care.
More soon,
Chris Baxter
Founder, Aeva AI Receptionist for healthcare
www.aevaai.com
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Book a call with me about product support or anything here.