Healthcare · Voice AI
We built a voice agent that handles end-to-end appointment booking through natural conversation for a veterinary group with 200+ locations
- Booking availability
- Response time
- Appointment availability checks
At a glance
- Client
- Veterinary group
- Industry
- Healthcare
- Solution
- AI voice agent for appointment booking
- Scale
- Client network of 200+ locations
- Users
- New and returning clients; clinic reception teams
The challenge
Phone-based booking required clinic staff to answer calls, check schedules, and guide each client through the process. Those conversations competed with in-clinic responsibilities, while booking access was limited outside staffed hours.
The group needed a way to support new and returning clients around the clock, connect with its practice management systems, and complete bookings without staff handling every conversation.
The data foundation
Handling a booking required more than understanding what a caller said. The agent needed access to current appointment availability and the information required to complete the booking in the clinic’s system
Appointment availability
Live schedule access allowed the agent to check available slots during the conversation.
Client information
Information gathered during the call supported distinct flows for new and returning clients.
Booking requirements
Details required by the integrated practice management system guided the booking process.
System connections
A practice-management-system-agnostic design supported different systems through integrations.
What we built
A voice agent that connects natural conversation with booking tools, allowing clients to complete the process without staff guiding each step
- 01
Understand
The agent identifies the appointment request and guides the caller through the appropriate new or returning client flow.
- 02
Check
It checks appointment availability in real time and gathers the information required to proceed with the selected booking.
- 03
Book
The agent completes the appointment booking through the integrated practice management system.
A custom-built MCP server provides 14 booking tools using Model Context Protocol for standardized AI tool integration. Vapi and Twilio provide the voice orchestration and telephony infrastructure.
The outcome
The agent makes appointment booking available 24/7, giving new and returning clients a way to schedule care beyond staffed phone hours.
End-to-end booking reduces the need for clinic teams to guide routine scheduling conversations. Sub-second responses and real-time availability checks keep the experience responsive while connecting each conversation to an actionable booking.
The result is an additional booking channel that combines natural conversation, live scheduling information, and direct integration with clinic systems.
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