11 July 2025
Chris Baxter, founder of Aeva AI Receptionists for Cliniko
“Chris, should clinics tell patients they're speaking to an AI receptionist?”
I was asked this question last week, while speaking at the New Zealand AI Conference about what we are doing in healthcare with Aeva AI Receptionists. My response surprised a few people:
“Yes. Absolutely. Every single time.”
Now, that’s not just because transparency is ethically right, but because honesty genuinely creates a better patient experience.
When patients know upfront it's an AI, the interaction becomes efficient, focused, and faster. No small talk, no awkward silences just immediate help.
And immediate help is exactly what you need when you're sick, anxious, or in pain.
Watch the AI Calling Conference here:
But as I left the conference, that question made me reflect on something bigger:
Why exactly has healthcare become the #1 industry rapidly adopting AI receptionists?
1. Every Missed Call Hurts More Than You Think
It’s not just lost business. When a patient calls a clinic, it's often at a moment of genuine need. Maybe they’ve finally decided they can't bear the pain any longer. Maybe anxiety has pushed them to finally reach out. If no one picks up, chances are they won't try again. They might delay vital care, remain in discomfort, or seek help elsewhere.
Clinic owners tell me repeatedly about their frustration and anxiety, knowing patients are slipping away simply because the call comes in when they/their team are busy or it’s after hours and they just cant keep up.
2. Humans Shouldn’t Be Answering Phones (They Never Should Have Been)
Let's call this one bluntly: humans answering phones is an outdated habit that’s lasted more than a century simply because there was no other choice.
Today, there is.
Why pay skilled healthcare receptionists to answer the same questions 30 times a day?
clinic hours, appointment availability, directions. Tasks a machine could effortlessly handle.
A receptionist’s true value in healthcare is to assist patients in person, provide comfort, build relationships, and to help grow the practice.
By handling repetitive phone tasks, AI receptionists free us to spend time on things that truly matter.
It’s not about replacing human jobs; it's about making human roles far more valuable, meaningful, and enjoyable.
My Big Prediction: AI-to-AI Booking Is Next
This brings me back to another question I was asked at the conference:
“Chris, where do you think AI receptionist technology is headed next?”
Here’s what I see coming: AI-to-AI booking. Imagine waking up sore and, instead of fumbling through your contacts, you simply say:
“Hey Siri, book me a physio appointment as soon as possible today.”
Siri calls your clinic’s AI receptionist in the background, schedules your appointment, updates your calendar, and confirms the booking all within seconds. No friction, no waiting, just immediate access to healthcare.
This isn't some distant fantasy. It's coming faster than most realise, and at Aeva, we're already preparing for it.
So why does this all matter today?
Every unanswered call is a patient left waiting.
Every repetitive task steals your team’s focus from meaningful work.
And the future of healthcare, AI receptionists, isn't some distant fantasy. It's here.
We're early in this exciting shift, but the momentum is undeniable.
If you’re already part of this journey. Its great to have you.
If you need help, we are here.
Let’s keep building this together.
Keep innovating 💪,
Chris Baxter
co-founder, Aeva AI Receptionist for Cliniko
www.aevaai.com
p.s - reply anytime if you'd like to chat. I read every response personally.