AI Appointment Setter

Overview

A multi-location physical therapy clinic was losing revenue to no-shows and spending excessive staff hours on appointment scheduling phone tag. We built an AI appointment management system that handles the entire scheduling lifecycle — from initial booking through confirmation, reminders, rescheduling, and waitlist management. The AI calls patients at optimal times, negotiates convenient appointment slots through natural conversation, and syncs everything with the clinic's scheduling system.

The Challenge

Physical therapy scheduling is complex — sessions have different durations based on treatment type, specific therapists have certifications for certain procedures, insurance authorizations expire, and patients need consistent time slots for treatment continuity. The AI needed to understand all these constraints while maintaining a natural conversational flow.

Our Approach

We developed a constraint-satisfaction engine underneath the conversational AI layer. The LLM handles natural language understanding and generation while the booking engine ensures all business rules are respected. Smart reminders use a multi-channel approach — calls, texts, and emails — timed based on each patient's historical response patterns. The system learns which patients are high-risk for no-shows and adjusts reminder frequency accordingly.

Key Features

• Natural conversational appointment booking
• Multi-provider schedule management
• Smart reminder sequences (call, text, email)
• No-show prediction and prevention
• Waitlist management with automatic backfill
• Insurance authorization tracking
• Patient preference learning

Results

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