MedLink Clinics — Automating Patient Scheduling and Pre-Visit Triage with AI

Voice & Chat AI Agent, Fraud Detection Automation, KYC Workflow Optimization

Client

MedLink Clinics

Industry

Healthcare & Primary Care Services

Services deployed

Appointment Booking

Patient Triage

Fraud Detection Automation

MedLink Clinics is a growing network of outpatient healthcare centres, serving thousands of patients every month. As demand grew, so did operational strain from missed appointment requests and long call hold times to inconsistent triage procedures.

To improve access to care and streamline operations, MedLink partnered with us to deploy an AI-powered voice and chat assistant. The AI was built to handle appointment scheduling, symptom triage, and pre-visit reminders while understanding local languages.

Key Challenges

01

Missed Appointment Requests

Patients often struggled to reach clinic staff via phone. Many gave up trying to book appointments or didn’t receive confirmation, leading to high no-show rates and underutilized doctor time.

02

Delays in Phone-Based Support

Receptionists and nurses were overwhelmed with phone calls, many of which were repetitive or low-value such as appointment confirmations, rescheduling, and pre-visit instructions.

03

Inconsistent Symptom Triage

Patient intake varied depending on which staff member answered the call. Important details were sometimes missed, which delayed care and created a poor patient experience.

04

Language Barriers for Non-English Speakers

Patient intake varied depending on which staff member answered the call. Important details were sometimes missed, which delayed care and created a poor patient experience.

Solutions

AI Voice Automation + Smart Routing

We delivered a comprehensive voice automation system tailored to TelXpress’s telecom workflows replacing their outdated IVR and empowering both customers and internal agents with real-time AI tools.

Step 1: Process Discovery & Content Mapping

Collected MedLink’s intake forms, triage SOPs, and clinic schedules

Mapped common patient inquiries, symptoms, and booking rules

Identified areas where delays or inconsistencies were most common

Step 1: Process Discovery & Content Mapping

Collected MedLink’s intake forms, triage SOPs, and clinic schedules

Mapped common patient inquiries, symptoms, and booking rules

Identified areas where delays or inconsistencies were most common

Step 1: Process Discovery & Content Mapping

Collected MedLink’s intake forms, triage SOPs, and clinic schedules

Mapped common patient inquiries, symptoms, and booking rules

Identified areas where delays or inconsistencies were most common

Step 2: AI Agent Design & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 2: AI Agent Design & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 2: AI Agent Design & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 3: Deployment Across Channels

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 3: Deployment Across Channels

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 3: Deployment Across Channels

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 4: Continuous Optimization

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4: Continuous Optimization

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4: Continuous Optimization

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Result

Why It Worked

Language flexibility builds trust and clarity for patients of all backgrounds

Language flexibility builds trust and clarity for patients of all backgrounds

Language flexibility builds trust and clarity for patients of all backgrounds

AI handled 24/7 booking requests, freeing up front-desk staff

AI handled 24/7 booking requests, freeing up front-desk staff

AI handled 24/7 booking requests, freeing up front-desk staff

Symptom triage consistency improved speed-to-care and diagnosis accuracy

Symptom triage consistency improved speed-to-care and diagnosis accuracy

Symptom triage consistency improved speed-to-care and diagnosis accuracy

WhatsApp + SMS reminders reduced no-shows and prep errors

WhatsApp + SMS reminders reduced no-shows and prep errors

WhatsApp + SMS reminders reduced no-shows and prep errors

The system scaled instantly as patient volume increased and no extra staff was needed

The system scaled instantly as patient volume increased and no extra staff was needed

The system scaled instantly as patient volume increased and no extra staff was needed

45%

reduction in no-show rate

3X

faster triage response for first-time patients

71%

of appointments booked via AI

19%

Improved clinic utilization rate

Join Instict Today!

We build your own AI team member trained on your content, fluent in your voice, and deployed across your channels.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.