The challenge
Medical offices lose patients at the phone. Reception can't answer during visits, lines are busy at peak hours, and calls after closing go straight to voicemail that nobody returns. For healthcare providers this meant missed bookings and frustrated patients, and the sensitive nature of medical data meant any automated solution had to meet GDPR and AI Act requirements, not just answer the phone.
What we built
HelloSmile is a 24/7 AI-powered virtual assistant that automates patient call handling end to end. It works in two modes: HelloSmile Responds picks up calls, understands the request, and delivers a structured summary to staff, while HelloSmile Book goes further and schedules the appointment directly in the calendar during the call. The assistant runs on an Italian landline number with no additional cost to callers, speaks with natural ElevenLabs voices over Twilio telephony, and integrates with the practice management tools clinics already use, such as Alfadocs.
Behind it sits a full clinic dashboard built with React and Next.js on a Node.js/Express and MySQL backend: live call records with transcripts and AI-generated analysis, appointment management with a calendar, patient records, and per-agent configuration where each practice sets its assistant's name, language, communication style, and voice. The hardest technical part was real-time processing of concurrent phone calls while staying compliant with healthcare regulations, which required careful orchestration of the AI voice pipeline and strict data management.
The result
Practices running HelloSmile recover up to 30 lost calls every day, which translates into roughly 70 additional patients per month. Missed calls dropped, patient engagement improved, and reception staff work through structured summaries and confirmed bookings instead of a backlog of voicemails, raising both productivity and patient satisfaction.
"Your expertise in building AI driven systems helped us launch an intelligent appointment agent that patients and clinics trust. The integration with our workflows was seamless and the performance has been strong in real world use."