Background
A high-end fertility clinic in the South East offered IVF, egg freezing, and diagnostic treatments for patients across the UK and abroad.
The nature of fertility care meant patients frequently called with time-sensitive questions — medication schedules, appointment clarifications, lab results — and often outside of normal clinic hours due to work, travel, or emotional urgency.
The clinic’s coordination team faced significant challenges managing peak-hour call volumes while also handling complex treatment planning.
The Challenge
- Overwhelmed patient coordination team with back-to-back calls
- Time-sensitive queries outside office hours leading to anxiety and delays
- Missed bookings due to unanswered first-time inquiries
- Clinical staff interruptions during consultations due to urgent call transfers
The leadership team wanted to maintain a high-touch, emotionally supportive experience — but without burning out staff or missing patient needs.
The GoZupees Solution
The clinic deployed a GoZupees AI voice agent trained on the tone, vocabulary, and urgency levels specific to fertility care. Key features included:
- 24/7 conversational phone line with human-like interaction
- Smart routing based on call type: appointment booking, treatment clarification, prescription queries, lab results, etc.
- Real-time escalation triggers for time-sensitive cases (e.g. ovulation timing, medication concerns)
- Bilingual capability for international patients
- Seamless syncing with the clinic’s scheduling and CRM platform
The voice agent was designed with empathy-first scripting — slow pace, clear explanations, and a reassuring tone.
The Results
Within 45 days of implementation, the clinic achieved:
- 94% call answer rate — up from 62%
- 41% reduction in scheduling-related follow-ups
- Significant decrease in clinician interruptions
- Increased satisfaction among international patients due to language and time-zone adaptability
- Improved feedback scores on post-consultation surveys, citing smoother communication
“Our patients are often anxious and emotional — they want to be heard, even at odd hours. The AI agent gives them that care, while freeing up our human team to focus fully on treatment.”
— Operations Lead
