reduction in abandoned calls
Patient satisfaction scores
Peninsula Orthopaedic Associates faced significant access challenges. More than 75% of patient calls were being abandoned, phone wait times stretched up to 90 minutes, and some patients were resorting to driving to the office just to schedule appointments. With unpredictable spikes in call volume, a six-to-seven-person call center team could not consistently keep pace, leaving patients frustrated and staff overwhelmed.
The leadership team sought a solution that could absorb routine scheduling demand, reduce call abandonment, and let staff focus on complex cases and patient questions that required human expertise.
Assort’s Voice AI agent now answers every inbound call, determines whether it can schedule, cancel, or reschedule the appointment directly, or routes the patient to a live agent for more complex needs. By taking on these high-volume, repeatable tasks, the AI frees staff to provide more personalized service to patients who require additional attention. Patient sentiment was quickly measured through post-call surveys, showing strong adoption and satisfaction scores above 4.5 out of 5.
Impact
“Our call wait times before Assort were at the most about an hour and a half, and it went down to matters of seconds.”
Call Center Leader, Peninsula Orthopaedic Associates
“The challenges before Assort were many. Our call wait times used to be up to an hour and a half — and now they’re down to seconds. It’s really taken the pressure off our team.”
