Overview
Bilingual EN/AR voice receptionist booking 12 therapy types across 8 practitioners, handling insurance pre-authorisation queries, and sending post-session follow-up SMS. Call answer rate rises from 62% to 99.2%; no-show rate drops from 26% to 9%.
The challenge
Hekma's two-person reception desk was missing 38% of incoming calls during the morning rush when the clinic was simultaneously managing check-ins, insurance paperwork, and phone bookings. A 26% no-show rate was costing the clinic 3–4 filled sessions per day. The diversity of services — from physiotherapy to naturopathy and aesthetic medicine — meant callers had complex questions about which practitioner to see, which generic auto-attendants could not handle.
The solution
Lirevon built a practitioner-matching dialogue tree into the Retell AI agent: after capturing the patient's concern in free-form Arabic or English, the agent recommends the appropriate practitioner, confirms insurance coverage from a curated Oman RAHC-approved panel list, and books the slot. A 24-hour SMS reminder and a same-day 2-hour reminder are sent automatically, reducing the no-show gap. Post-session, a follow-up SMS with rebooking offer fires 3 days later.
Outcomes
Call answer rate rose from 62% to 99.2%, capturing all previously lost booking opportunities
No-show rate fell from 26% to 9%, recovering 3–4 additional filled sessions per day
Practitioner utilisation rate across the 8-person team improved from 61% to 84%
Reception overtime eliminated — staff shift reduced from 10 hours to 8 hours per day
Key metrics
Tech stack
Services
Client testimonial
“Patients call at 11 PM to book a 7 AM physiotherapy session and it just works. The no-show drop alone paid for the system in three weeks.”
— د. منى الحارثية، المديرة الطبية
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