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Capilano AIby Quanteroun Solutions

AI Voice Agent · anonymized delivery pattern

Burnaby, British Columbia

An appointment-assistant pattern for a chiropractic clinic

A representative call-handling workflow that captures a minimum administrative brief, offers approved appointment options, and keeps staff in control of confirmation and escalation.

Clinic receptionist reviewing an appointment calendar at a calm front desk
This is an anonymized, representative delivery pattern. It describes administrative workflow design, not a named clinic, patient outcome, healthcare claim, or statement of regulatory compliance.

Context

A small clinic wanted a more consistent answer for routine inbound calls while preserving the familiar, person-led experience patients expect from the front desk.

The operating challenge

Calls regularly mixed scheduling questions with requests that should not be handled by automation. The useful boundary was administrative: availability, callback details, new-patient logistics, and staff handoff—not health guidance.

Delivery pattern

  1. 1Define permitted administrative intents, approved wording, appointment rules, escalation triggers, and a clear assistant disclosure.
  2. 2Connect only the scheduling and CRM actions that can be confirmed by the caller and reviewed by authorized clinic staff.
  3. 3Pilot with bounded traffic, review call summaries and failure cases, and tune the human handoff before wider use.
  4. 4Establish ownership for calendar changes, knowledge updates, quality checks, and a rapid off-switch.

How progress would be measured

Evidence before wider rollout

Calls answered within the approved service window
Completion rate for administrative intake fields
Confirmed appointment or staff-callback handoff rate
Escalation quality and sampled-call review findings

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