IVR Deflection Bot

SMS AI Scheduling Bot

A conversational scheduling assistant that transitions callers to an effortless mobile experience, reducing hold times and improving patient satisfaction without increasing call-center load.

The Problem

Patients calling to schedule medical appointments often face long wait times, disconnected experiences, and complex phone menus. These delays lead to frustration, dropped calls, and increased burden on contact center teams. While most callers simply want to schedule a visit quickly, volume constraints and manual workflows slow access to care and reduce staff efficiency. Healthcare organizations need a way to streamline scheduling without forcing patients into rigid or unfamiliar channels.

Project Goals

  • Provide callers a fast, intuitive way to schedule appointments from their mobile devices
  • Reduce wait times and call-center strain by offering a guided digital alternative
  • Maintain patient choice and trust — digital convenience with optional live support
  • Deliver a seamless handoff from phone call → SMS → mobile assistant
  • Improve operational efficiency while enhancing patient access and experience

How IVR Deflection and AI Scheduling Bot Works Behind the Scenes

Click Here for Full User Flow

End-to-End Interaction Demo

The experience begins in the call center’s IVR, where patients are offered a faster way to schedule from their mobile device. With a single input, they receive a text message containing a link to a dedicated scheduling assistant. Tapping the link launches a guided conversation that collects visit details, confirms identity in a protected environment, and offers appointments based on preferences and availability. After the patient selects a time, the assistant confirms the appointment and provides follow-up instructions — all without waiting on hold. Patients always retain the option to speak with a representative at any point in the process.

Reflection

Designing the IVR-to-SMS Scheduling Assistant reinforced how much patient experience improves when friction is removed from the channel, not just the interface. Moving callers into a guided mobile flow reduced cognitive load, eliminated long hold times, and made scheduling feel straightforward without sacrificing trust or access to a live representative. The project validated the power of structured conversational workflows — clear prompts, validated inputs, and predictable logic — to maintain accuracy and protect patient data while still feeling human. Future enhancements include deeper EHR integration, proactive visit reminders, and personalized follow-up paths that adapt to visit type, patient history, and care preferences.

Tool

Figma

My Role

  • UX/UI Design
  • Conversation Design
  • System Flow Definition
  • Interaction Prototype
  • Product Thinking & Feature Prioritization