Background
A private therapy clinic in central London offered mental health support across a team of six practitioners, including psychologists and counsellors.
The clinic operated on an appointment-only model with a waitlist for high-demand evening slots. Many clients — particularly new inquiries and crisis-cancellation cases — reached out during off-hours.
The clinic had a part-time admin assistant handling calls during the day, but they regularly missed inquiries that came after 6 PM or over weekends — many of which never followed up.
The Challenge
- High missed call rate after hours
- Increased cancellations on short notice (especially evening sessions)
- Lost leads from prospective new clients
- Receptionist overwhelmed by backlogs each morning
The clinic couldn’t justify hiring a full-time front desk team — but they also couldn’t afford to keep losing clients.
The GoZupees Solution
The therapy practice implemented a GoZupees AI voice agent trained on their specific workflows, tone of voice, and scheduling logic. The voice assistant was configured to:
- Take all incoming calls 24/7
- Respond empathetically to mental health-related queries
- Guide new clients through the intake process
- Handle appointment cancellations, rescheduling, and waitlist booking
- Direct crisis cases to NHS 111 or emergency services, following a triaged decision tree
The agent was designed to speak slowly, clearly, and with emotional sensitivity — matching the clinic’s calm, supportive environment.
The Results
After 30 days of implementation, the clinic saw:
- 100% of after-hours calls answered or returned within 1 hour
- 40% drop in last-minute cancellations
- 72% increase in new client follow-through from first contact
- Zero missed crisis referrals due to instant triage escalation
“We used to lose sleep over what we might be missing after 6 PM. Now the AI agent covers everything — with empathy and professionalism.”
— Clinical Director
