iiVox case · Healthcare
Four Moscow clinics: AI closed 75% of calls and killed “can’t get through” complaints
iiVox voice AI + SMS, Telegram, WhatsApp and email for clinics in CAO, ZAO, YuZAO and New Moscow. 74–78% of calls without an operator, wait <12s, no-show (missed visit after booking) −55%. Setup 200,000 ₽ in one month.
CAO
large clinic, Moscow
ZAO
large clinic, Moscow
YuZAO
large clinic, Moscow
New Moscow
fourth site in the network
A patient sat in the road for 11 minutes on hold: the clinic lot needs a pre-ordered pass. That was his last visit — until AI started warning about parking itself.
74–78%
calls closed by AI, no operator
<12 сек
average hold time
1 month
rollout
ClientA network of four adult clinics (no dentistry): three large Moscow sites (CAO, ZAO, YuZAO) and one in New Moscow. Therapy, diagnostics, specialists; strong gynecology and reproductology as a flagship, not the only focus. High primary and repeat traffic, labs, imaging, promo campaigns.
What patients wrote
«I have not been able to get through for three days. I just want to book a GP.»
«I wanted to reschedule, waited nine minutes, hung up — and never came.»
«I needed to know if my labs were ready. The operator said wait. That was it.»
Challenge
Reception was at the limit: lines busy, patients waited 5–12 minutes (up to 25) on hold music. Admins burned out, promo calling almost stopped, credit-desk leads vanished between calls.
- —“I have not been able to get through for three days. I just want to book a GP.”
- —“I wanted to reschedule, waited nine minutes, hung up — and never came.”
- —“I needed lab results. The operator said wait. I never got an answer.”
- —A driver did not know about the entry pass — 11 minutes on hold in the road, 20 minutes late, left the network for good.
iiVox solution
- →iiVox voice assistant + SMS + Telegram + WhatsApp + email to the patient base, wired into a custom CRM.
- →Full comms automation in one month. Integrations (telephony, CRM, SMS, messengers, email) — 200,000 ₽.
- →Test month: 1,500 min at 2.5 ₽/min. Steady run across 4 clinics: 7,000 min at 4.5 ₽/min. Knowledge base updates in 15 minutes via a txt file in the cabinet.
01 · Book and reschedule
“GP” / “Dr Ivanova” / “check-up” / “ultrasound”: free slots, named doctor, price, nearest alternatives. Reschedule in 20–30 seconds.
02 · Visit confirmation
A day ahead (hours ahead for evenings) the robot calls booked patients: confirm / reschedule / running late — the doctor is warned.
03 · Parking and entry pass
Always: “Entry to the clinic lot needs a pre-ordered pass. I can issue it now or send instructions by SMS / Telegram.” No more 11 minutes in the road.
04 · Lab and imaging status
Status “ready / still in progress” and a link by SMS (form number) or the email given at booking.
05 · FAQ and credit desk
Prep memos by link, directions, “SBP payments are down”, a manager callback on price, credit-desk lead into CRM immediately.
06 · Promos and reactivation
Voice campaigns plus messenger and email blasts for promos and the sleeping base.
Hybrid mode: a complex or emotional dialogue transfers instantly to a live operator with full call context.
Integrations
200,000 ₽ / 1 month
Pilot
1,500 min × 2.5 ₽
4 clinics
7,000 min × 4.5 ₽
Knowledge base
15 min, txt file
Updated in 15 minutes
Results in the first 2.5 months
Before vs after
| Metric | Before | After | Effect |
|---|---|---|---|
| Calls closed by AI without an operator | 30–35% | 74–78% | ×2.2 |
| Average hold time | 4–9 минут | менее 12 секунд | effectively gone |
| Successful bookings on first contact | 54% | 86% | +32 pp |
| No-show (missed visit after booking) after confirmation | 19–21% | 8–9% | −55% |
| “Can’t get through” complaints | 18–25 в неделю | 1–2 в неделю | almost gone |
| Reception workload | 100% | −70% | staff on the floor |
| Promo-touch conversion | низкая | +21–26% | revenue lift |
Results
+Patients stopped leaving because they could not get through or park.
+Registrars work with people in the clinic, not endless identical calls.
+Analytics showed which services and promos actually convert.
+Credit-desk leads no longer vanish between calls.
Outcome
The robot covers the whole patient path: “I need a GP” → booking → confirmation → parking → labs → promo → credit lead. Full automation (voice + SMS + messengers + email) cost 200,000 ₽ for a one-month rollout.
FAQ
What did voice AI cost for the clinic network?+
Telephony, custom CRM, SMS, Telegram, WhatsApp and email integrations cost 200,000 ₽. Tuning took one month.
What is the minute load across 4 clinics?+
Pilot month: 1,500 minutes at 2.5 ₽/min. Steady run: 7,000 minutes across the network at 4.5 ₽/min.
How does AI book a GP and warn about parking?+
The patient says “GP” or names a doctor — the robot offers slots, price and a 20–30 second reschedule. For driving in it explains the pre-ordered pass and can SMS or Telegram the instructions.
How is the clinic knowledge base updated?+
A txt file in the cabinet, about 15 minutes. For example an announcement that SBP payments are temporarily down.