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Case study · Integrating a voice agent
A group of dental clinics chose a voice agent from a specialist provider, to answer patients and ease the load on reception. It still had to be connected to their phone system, without putting the main number at risk.
After
The client's 3CX switchboard stays in control. It sends calls to the voice agent, and it takes the call back when the agent needs to hand over. If the voice agent service goes down, the switchboard and other calls keep working.
The voice agent was first connected to a dedicated number that was never published. The practices' main number stayed unchanged during the tests.
When a patient needs to speak to someone, the call goes back to the reception queue of the right practice, if it is open. Otherwise, the patient hears the closed message.
The full chain has been validated and the service is in its testing phase with the client. Putting it on the main number is the client's decision, which we are preparing with them (opening hours, messages, cases where the agent hands over).
Any practice or SME that has chosen, or is considering, a voice agent and uses a 3CX phone system. We don't sell voice agents: we help you integrate one, and we can help you ask your provider the right questions.
A voice agent in view? We'll look with you at how to connect it without risk.
