Summary
Industry
Healthcare
Use Case
Voice AI Patient Intake
Platform
Paige (Voice AI Agent), Production Support
Technology Stack
AWS, MongoDB Atlas
Client
SportsMED
About the client
SportsMED is an orthopaedic and sports medicine practice that depends on specialist referrals, where a missed call is a lost referral relationship, not just a lost booking. After-hours and overflow calls were going unanswered, and peak-hour concurrency meant human reception capacity was structurally the bottleneck, not something more staffing hours would fix.
The challenge
Every missed call carried a cost well beyond one lost booking.
Every missed call risked a lost referral relationship, not just a lost booking
After-hours and overflow calls went unanswered outside reception hours
Peak-hour call volume structurally exceeded human reception capacity
A referring GP who can’t get a patient booked tends to stop referring
Any solution had to meet strict compliance and data residency requirements
What we did
humaniseAI’s Studio team built compliance into the deployment from day one.
Deployed the Paige voice agent into production for after-hours and overflow intake
Built unlimited parallel call handling so no caller was queued or dropped at peak
Captured and logged call recording consent per call as a compliance requirement
Built PII handling to Australian data residency requirements on AWS and MongoDB Atlas
Moved to ongoing production support under a monthly retainer, not a one-off build
Results
Call Abandonment Cut: Reduced from 8.7% to 2.6%, a structural fix, not a marginal one
Patients Recovered Fast: 159 patients recovered in the first two weeks alone
Real Financial Value: Captured roughly $380K in annualised value
Compliance Built In: Consent and data residency handled from day one, not retrofitted
Live and Supported: Running in production today under active monthly support
Takeaway
humaniseAI’s Studio team turned a structural reception bottleneck into a compliant, always-on system that keeps referring GPs referring.