09 Healthcare · clinic · United States Live
A clinic phone agent that booked three times now books once
When a slot is taken it re-checks and keeps trying instead of handing the caller off.
- Before
- A phone agent that fired each booking three times, retried taken slots, and transferred callers too soon
- After
- One booking per call, taken slots re-checked instead of retried, a transfer only after five failed attempts instead of two
- 26 of 31
- QA cases passed, none failed
- 5
- fixes, each proved on a live call
- Inbound call
- Outbound reminder
- One booking
- Transfer when needed
01 What changed
- One booking per call
- A taken slot is re-checked, not retried, and the caller still gets booked
- The clinic can run and adjust it from a document written for them
The full story The problem, how we approached it, and what we built
A wellness clinic's inbound and outbound phone agent was booking the same slot twice, firing bookings three times, and transferring too early. Working through its agency partner, we rebuilt it, proved each fix on live calls, and handed the clinic a document it can run it from.
02 The problem
The agent answered and booked, but not reliably. The booking call fired three times in under a second. A slot that was already taken got retried instead of re-checked. Callers were handed to a human after two failures.
The clinic could not see any of this. It showed up as confused patients and bookings nobody could explain.
03 The approach
We rebuilt the inbound and outbound agents with a single-fire rule on booking, a hard rule that a taken slot is never retried, the transfer threshold raised from two failures to five, and clean date handling for weekends and same-day requests.
Every fix was proved on a live call before it was published. On one call the agent hit two real slot conflicts in a row, re-checked availability each time, and booked on the third try without handing off. The clinic got a handover document written for the person who runs the front desk.
04 What we built
- Inbound and outbound phone agents, rebuilt and published
- Single-fire booking, never retry a taken slot, transfer after five failures not two
- Sixteen logged bugs resolved, each with its fix proved on a call
- Operational handover document for the clinic