Pace.ai

Use case · Clinics, dental and specialist practices, medical centres

Add $1M+ in revenue and book 18% more appointments.

An AI front desk that answers every call and WhatsApp message, day and night: books and confirms appointments, refills cancelled slots from the waitlist, and connects urgent patients to your on-call doctor. Practices report $1.3M in added revenue and 97% shorter hold times (vendor-reported market benchmarks).

What we automate
Phone + WhatsAppMultilingual, switches mid-callNo medical advice, escalation to a clinicianCancelled slots refilled automatically
Front deskAfter hours · Reception agent
21:14
Call · Mariam A. · “my son has a high fever and a rash”Flagged urgent. Transferred to Dr. Khalil (on call) in 22s. Summary sent to his WhatsApp.
Escalated
21:40
WhatsApp · Rashid M. · dental cleaningBooked Sat 10:30 with Dr. Lina. Insurance confirmed. Reminder scheduled.
Booked
22:05
Call · unknown number · “do you do MRI, and what time do you open?”Answered from clinic info. Sent location and parking details on WhatsApp.
Resolved by agent
07:30
Cancellation · Dr. Lina, 11:30 todayOffered to 6 waitlist patients on WhatsApp. Accepted by Noor H. in 4 min. Slot filled.
Gap filled

Illustrative product interface

1 in 3patient calls to a practice go unansweredWeave, practice phone data
~40%of patient enquiries arrive outside clinic hoursRelatient, DocResponse (US surveys)
21%no-show rate across a national primary-care network before an AI intervention, 10% afterEmirates Health Services study, 135,393 appointments
70%of patients prefer a text message for reminders over a callDialog Health survey

US call-handling figures are vendor-cited surveys. The no-show figure is from a 2025 peer-reviewed study of a national primary-care network (135,393 appointments). We will replace both with your own numbers (answered calls, after-hours calls, no-shows) during the pilot.

Today

The phone rings more than the front desk can answer.

Calls go to voicemail at the busiest hours. Reception is checking in patients, handling insurance and answering the phone at the same time. The 9am and 5pm peaks are where calls are lost.

After hours, nobody picks up. A worried parent at 9pm gets a recorded message. Some go to the emergency room; some go to another clinic; some wait when they should not.

Doctors get interrupted for the wrong things. Routine questions reach the doctor's phone while urgent calls wait in a voicemail box.

Cancelled slots stay empty. A patient cancels at 9am for 11:30. Reception has no time to call down the waitlist, so a doctor sits idle while other patients wait weeks for an appointment.

With Pace

A front desk that never puts a patient on hold.

Every call and message answered in seconds, 24 hours a day. In the patient's language, on the phone or on WhatsApp, with the clinic's own information.

Urgency screened, never diagnosed. The agent asks a short set of questions your doctors approve. Red-flag answers trigger an immediate transfer to the on-call doctor, or emergency guidance when that is the right call.

Doctors only hear about what needs them. A transfer comes with a one-line summary. Everything else is handled or queued for the morning.

The calendar stays full. The agent books into your system, sends reminders and reschedules. The moment a slot opens, it offers it to matching waitlist patients on WhatsApp and books the first to accept, usually within minutes.

What we automate

The front desk, handled end to end: answer, escalate, book, fill.

1 · Answer

Calls and WhatsApp, 24/7, including after hours

The agent answers on the first ring and on WhatsApp within seconds. It identifies the patient, answers questions about hours, location, doctors, insurance accepted, prices and preparation for a visit, and takes prescription-refill and report requests for the clinic to action in the morning.

  • Overflow during peak hours, full coverage after hours
  • Speaks the patient's language and switches mid-call
  • Answers only from the clinic's approved information
  • Call summary and transcript logged to the patient record
2 · Escalate

Urgency screening and escalation to the on-call doctor

Your doctors define the red flags for your specialty. When a caller mentions one, the agent stops the routine flow, transfers the call live to the on-call doctor with a summary, and sends the summary on WhatsApp in parallel. If the doctor does not pick up within the time you set, it tries the next person on the rota. For life-threatening situations it gives emergency guidance first.

  • Red-flag questions approved by your clinicians
  • Live transfer with a one-line summary
  • On-call rota with fallback and time limits
  • Every escalation logged with the time to reach a doctor
3 · Book

Appointments, reminders and no-show recovery

Books into your practice management system or calendar by doctor, service and insurance. Sends confirmations and reminders on WhatsApp, reschedules in the same chat, and follows up with no-shows to rebook them.

  • Books by doctor, service, room and insurance
  • Multi-touch reminders (3 days, 1 day, 2 hours)
  • Confirm, reschedule or cancel with one reply
  • No-show follow-up and rebooking
4 · Fill gaps

A calendar that stays full

Every patient who could not get the slot they wanted goes on a waitlist by doctor, service and preferred times. When a cancellation or reschedule opens a slot, the agent offers it immediately to the matching waitlist patients on WhatsApp, books the first to accept, confirms with them and updates the calendar. Nobody at reception has to call down a list, and a doctor's cancelled 11:30 is a different patient's 11:30.

  • Waitlist built automatically from unmet booking requests
  • Offers sent within a minute of a slot opening
  • First to accept gets the slot, others told it is gone
  • Short-notice gaps offered to patients already in the building first
  • Fill rate, time to fill and revenue recovered reported weekly
  • Days to next available appointment tracked per doctor
5 · Follow up

Recalls and post-visit follow-up (optional)

Six-month dental recalls, post-procedure check-ins, lapsed-patient reactivation. Messages written in your tone, sent on schedule, with replies routed to the right person.

Market benchmarks

What the market reports for this kind of automation.

Market benchmarks for AI front-desk automation in healthcare. These are vendor-reported figures from published market benchmarks, mostly US practices, shown so you know what a good pilot should aim for.

Reported resultWhat was measured
97%reduction in hold time (6m36s to 12s) at an ENT group, with 250+ staff hours saved per month and $1.3M in additional revenue
100%of calls answered; missed calls at one practice went from 26% to zero, with 18% more appointments booked
56%fewer abandoned calls and 58% shorter wait times at a health system, with 85%+ of repetitive tasks automated
$1M+in revenue from after-hours bookings at one community health provider; patient satisfaction from 2.6 to 4.4 out of 5
1,022cancelled appointments refilled from the waitlist in six months at one health centre, worth $102K; 75% of waitlist texts got a reply
95%of cancelled slots refilled with automated waitlist offers; 1 in 3 patients accept an offer; patients seen in 3 days instead of 3 months at another clinic
41%fewer no-shows and 63% of enquiries resolved fully by AI at clinics using a WhatsApp receptionist
50.7%reduction in no-shows (21% to 10.25%) across 135,393 primary-care appointments after an AI-driven reminder and prediction programme

Pilot target we set with you: 100% of calls answered within three rings, after-hours calls answered 24/7, urgent calls reaching a doctor in under 60 seconds, a measured drop in no-shows against your last 90 days, and a majority of cancelled slots refilled before they start.

Worked example

A multi-specialty clinic with 8 doctors, 1,800 calls a month, two receptionists.

Without Pace

Calls answered
~65%
Calls outside clinic hours
~700, unanswered
Urgent after-hours calls reaching a doctor
none, voicemail
No-show rate
18%
Cancelled slots refilled
~10%
Receptionist hours on the phone per week
~45 h
Appointments lost to missed calls, no-shows and empty slots per month
~200

With the reception agent

Calls answered
100%
Calls outside clinic hours
~700, answered
Urgent after-hours calls reaching a doctor
within 60s
No-show rate
9–11%
Cancelled slots refilled
70–90%
Receptionist hours on the phone per week
~12 h
Appointments lost per month
~50

Illustrative figures for the demo, using the benchmarks above. Replaced by your own call logs and appointment data in the pilot proposal.

Works with

Your phone line, your WhatsApp, your practice system.

WhatsApp BusinessYour existing clinic numberZoho CRMGoogle CalendarMicrosoft 365CliniceaMedeskDentallyOpen DentalClinikoInsurance eligibility listsCustom EMR via API

Questions clinics ask

Before you book.

01Does the agent give medical advice?+

No. It answers from the clinic's approved information, asks the urgency questions your doctors wrote, and hands anything clinical to a person. It never interprets symptoms or suggests a diagnosis or a medication.

02What happens in a real emergency?+

If a caller describes a life-threatening situation, the agent tells them to call your local emergency number immediately and, in parallel, alerts the on-call doctor with the caller's number and summary. You review the exact script before go-live.

03What if the on-call doctor does not answer?+

The agent moves to the next person on your rota after the time limit you set, keeps the patient informed, and logs every attempt. You see the time-to-doctor for every escalation in the weekly report.

04Where does patient data live?+

In your practice system and your WhatsApp Business account. Pace keeps no standing copy of patient records; call summaries are written to your system and access is logged. Data handling follows the health-data and personal-data rules that apply to your clinic, and your regulatory obligations stay with the clinic as they do today.

05How does the waitlist work for patients?+

When a patient asks for a time that is full, the agent books the next available slot and asks if they would like to be told about an earlier one. When a slot opens, those patients get a WhatsApp offer; the first to reply gets it and the calendar updates. Patients can leave the waitlist with one message.

06Can it keep our existing phone number?+

Yes. Calls forward to the agent when your desk does not pick up, after hours, or always, whichever you choose.

Book a demo

Call the agent yourself, then see what it logged.

30 minutes at your clinic or on a call. Bring a week of your call logs and last month's no-shows and we will show what would have changed.

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