Hands-Free Facility Outreach: AI Voice Calls That Gather Information Automatically
Staff time consumed by routine, repetitive outbound calls to gather facility information, solved with AI-driven voice calling integrated directly into the internal scheduling workflow.
We integrated Retell AI, a third-party conversational voice AI service, directly into the internal scheduling workflow to automate outbound facility calls end to end.
The Challenge
Coordinating patient or subject information often depends on a simple but time-consuming task: calling facilities to ask the same set of questions, over and over. For internal users, this meant manually dialing nearby facilities, working through call scripts by hand, and staying on the line to capture and log the information gathered, one call at a time, for every patient or subject that needed follow-up.
This was rarely difficult work, but it was relentless. Every call consumed staff time that could otherwise go toward higher-value coordination and casework, and the process didn't scale, more subjects simply meant more phone time.
The Solution
This turns a manual, one-at-a-time phone task into a scheduled, automated, hands-off part of the workflow, the user schedules it and moves on to other work while the call happens in the background.
Scheduling
A user schedules a facility call directly within the existing internal tool, no separate system or manual dialing required.
SCHEDULING · NO NEW TOOLAutomated Initiation
At the scheduled time, the AI places the call to the facility automatically, with no staff involvement needed to start or manage it.
AUTO-DIAL · NO STAFF NEEDEDConversational Information-Gathering
The AI conducts the call itself, asking the relevant questions and gathering the required information in a natural, conversational manner.
VOICE AI · NATURAL CONVERSATIONStructured Handoff
The information collected during the call is captured and made available to the user, ready for review or entry into the case record, without anyone having to sit through the call themselves.
STRUCTURED DATA · READY FOR REVIEWTechnical Approach
Voice AI
Scheduling layer
Automated call handling
Results
- Facility calls: from manually placed by staff, one at a time, to automatically initiated on schedule. Eliminated manual outbound calling for routine facility information-gathering.
- Staff involvement per call: from the full call duration to none, AI handles the full conversation. Freed staff time to focus on higher-value coordination work instead of repetitive phone calls.
- Information capture: from manual note-taking during the call to captured directly by the AI system. Consistent information-gathering, the AI follows the same structured approach on every call.
- Scalability: from limited by available staff phone time to scaling independently of staff capacity. Scales without added headcount, call volume is no longer tied to how many staff hours are available for phone work.
