Stories from Our Clients

Over the last month, Talkie’s handled over 6,000 phone calls. They work with our workflow; we don’t have to conform to theirs. The other day, I walked out with the phone supervisor at 5:05, and they were just like, ‘Oh my gosh, we never get out of here close to 5. We’re usually out of here around 6.’ So they were all smiles. The Talkie team wants you to succeed, and they do whatever they can to make sure the implementation is successful.

Our patients speak Farsi, Spanish, Turkish, and English, and with four providers, our phones are constantly ringing. Since September, Jessica, our AI receptionist, has handled thousands of calls, helping patients schedule in the language they’re most comfortable speaking. Appointments booked by Jessica have a lower cancellation rate than those booked through our other channels. She also handles more rebookings than anyone on our team, and about 20% of her appointments are for new patients. The Talkie team treats us as partners, not just customers. Jessica has become a valuable extension of our front desk team.

I found Talkie at a pivotal point—we had astronomical growth and our phones were ringing off the hook. The solution wasn’t hiring a call center with 20 people. From day one, the Talkie team was stellar, and they walked our whole staff through how everything works. The most important thing Talkie does for us is triage the calls, so by the time one reaches the front desk, we know it’s something worth our time.

Before Talkie, our front desk was really struggling – they couldn’t attend the phones in a timely manner while also checking patients in and out. Now AI Sophie answers over a 1000 calls a month, which humanly we would not have been able to handle. Over one third of those are during off hours, so we would have missed out on all those patients. We were also able to let go of our answering service – so we actually saved money too.

We needed help when my front office staff was busy with calls so that patient calls did not go unanswered. I wanted to avoid having to add more staff and keep costs low. It took a little while for patients to be receptive of the AI agent but now have become accustomed to using it. During a recent period where I lost a front office person and my referral coordinator back to back, I noticed the call volume handled by the AI attendant had gone up greatly. It gave me peace of mind to know these calls did not go unanswered and to also know I was not missing out on these visits.

Talkie had made a great impact on our practice. I find that the value is only getting better as we go along. It allowed our patients to be able to reach us 24 hours a day. We love the fact that our Korean patient is able to call and is able to get [AI] Rachel to speak in Korean. For all of my staff to be able to handle 100 calls a day, it’s impossible. But with Talkie.ai—not a problem at all.

If you’re on the fence about trying Talkie I would encourage you to give them a try. I found them to be affordable, responsive, and creative in their problem-solving approaches to our business. The Talkie team is very knowledgeable about healthcare and very responsive to our needs and have been very willing to partner with us in a team approach to bringing AI agent service to our patient base.

Talkie picks up 1,300 calls per month for us. Before Talkie, it was always humans creating the notes, and a lot of the times they’re missing important details. Talkie is able to transcribe really accurately and efficiently—they ask the patient questions to get more information that maybe a human would have missed. The workload has been lightened, and my staff has been able to focus on what really matters, which is the patient face-to-face interactions.

Our call center was struggling to manage the high volume of incoming calls. Now that we’ve got Talkie, our team is able to address patient requests and calls much faster than before. Every call is answered now.

Talkie has been a useful tool in reducing staff workloads and increasing our efficiency in answering calls. Patients are now able to submit refill requests, schedule appointments, and receive other vital information without having to speak to a staff member.

Thanks to Talkie.ai, our callers are more relaxed, and our front desk staff is less overloaded. The reduction in calls we had to handle was noticeable immediately. I really recommend Talkie.ai.

Working with the team at Talkie.ai has been a truly smooth experience! We’ve already noticed a significant difference since implementing their virtual front desk, effectively eliminating the issue of missed calls.

After receiving 3700 phone calls in 1 month we needed help. Talkie has eliminated the burden of the calls, freeing up the staff to have more one on one interactions with patients. Jessica works when we don’t, which allows for after hour scheduling and requests for refills.

Talkie.ai has been a great experience for us. It has reduced the burden significantly. Messages including voicemail show up in the chart almost instantly and very accurate. This has been a great addition to our practice, and it is hard to imagine running the practice without it.

The solution provides clear operational value, especially in streamlining workflows and capturing patient information within our EHR. Patient adoption is critically important to us, and we see it as a shared focus area where we continue to work closely with the team. Their collaborative, flexible, and proactive approach has made them a strong partner in adapting the solution to our practice’s needs.

Talkie was recommended to us by the athenahealth team. Talkie works directly inside athenaOne: if a patient needs a callback within the hour, it files a priority-one patient case. For scheduling calls alone, about 4 in 5 are now handled completely by Talkie. Even with a portal and text messaging available, patients choose to call Talkie – it’s now the number one way both new and existing patients enroll and schedule. The Talkie team worked closely with us to meet our strict human-in-the-loop AI policy and our state’s recording disclosure rules. For any athenaOne practice considering front desk automation, I’d recommend Talkie.