A 24/7 AI voice agent that answers every inbound call, qualifies the patient, and books consultations with the right surgeon.
This Florida plastic surgery practice fields roughly 200 inbound calls a day across three board-certified surgeons. Evenings, weekends, lunch hours, and overflow calls were going to voicemail or being handed off to a generic answering service. Plastic surgery patients shop hard. If you don't pick up, the next surgeon does.
Most consultation inquiries arrive evenings and weekends. Voicemails get ignored and the caller moves on.
The average surgical procedure runs five figures. One missed call is one walked-away consultation.
The legacy service took messages, but it couldn't route to the correct surgeon, qualify the procedure, or collect a deposit.
We deployed Ashley, an AI voice agent trained on the practice's surgeons, procedures, and scheduling rules. She answers every inbound call, identifies new versus returning patients, routes inquiries to the correct board-certified surgeon, qualifies the consultation, and sends a priority scheduling request to the human coordinator the same minute the call ends.
Ashley is not a chatbot. She speaks naturally, handles interruptions, recognizes urgent post-op or hospital ER calls and reroutes them to the on-call surgeon, and respects practice-specific rules (deposit policy, 24-hour cancellation, surgeon specialties, single-location booking).
From inbound ring to coordinator email, the entire workflow runs without a single staff touch.
Every inbound call, day or night. The system runs a patient directory lookup before Ashley even says hello, so returning patients are greeted by name.
➞Ashley identifies the procedure of interest, matches it to the right surgeon (Holcomb, Kreithen, or Salzman), and confirms a preferred consultation window.
➞A priority request hits the coordinator's inbox with caller name, surgeon, procedure interest, preferred window, and full call notes. Deposit link sent automatically.
The agent went live May 1. Across its first six months, Ashley fielded 1,325 inbound calls and captured 352 qualified leads, about 59 a month, each one logged and routed to the coordinator the same minute the call ended. 50 of those were consultations booked on the call, counting each patient once and isolating only the bookings that would've otherwise been missed or lost to voicemail.
Every qualified caller is logged with name, phone, procedure interest, and surgeon preference, and routed to the coordinator the same minute the call ends. Three lead types stack to the 352:
Across the six months, about one in four calls became a qualified lead the team could act on. 72% of calls arrived while the office was closed, and 91% of callers with a clear read ended on a positive note.
| Month | Calls | After Hours | Qualified Leads | Consults | Positive Sentiment |
|---|---|---|---|---|---|
| May 2026 | 260 | 189 | 87 | 11 | 87% |
| June 2026 | 227 | 162 | 55 | 11 | 93% |
| July 2026 | 259 | 153 | 67 | 12 | 94% |
| August 2026 | 214 | 171 | 56 | 6 | 83% |
| September 2026 | 162 | 126 | 42 | 6 | 100% |
| October 2026 | 203 | 157 | 45 | 4 | 96% |
| Six months | 1,325 | 958 | 352 | 50 | 91% |
Qualified leads are booked consultations, booking requests, and callback requests. Consultations count each patient once. Repeat calls from the same number inside 24 hours aren't double counted. After-hours means outside 8:30am to 5:00pm Eastern, Monday to Friday, plus all weekends. Positive sentiment is the positive share of calls that registered a clear positive or negative read.
This isn't an IVR or a generic message-taker. Ashley is purpose-built for surgical practices, with the clinical and operational guardrails the front desk would apply on its best day.
Knows which board-certified surgeon performs which procedure. Books the right doctor, not a generic appointment.
Recognizes urgent calls (post-surgical concerns, hospital consult requests) and routes them to the on-call surgeon immediately.
Sends the $100 consultation deposit by email the second a slot is confirmed. No coordinator follow-up needed.
Looks up the patient directory before the call connects. Returning patients are greeted by name, not "who is this".
Every conversation transcribed, tagged, and written into Google Sheets. The coordinator sees every outcome at a glance.
Qualified consults trigger an email with caller name, preferred window, surgeon, procedure, and full call notes. No warm lead slips.
If your practice misses inbound calls outside business hours, you are losing five-figure consultations every week. Let's fix that.
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