Case Study: Deploying an AI Voice Agent for Missed and After-Hours Treatment Calls
Residential and outpatient treatment provider. Client anonymized.
Summary
Missed and after-hours calls went to voicemail. Every call gets answered and logged. The admissions team starts each callback with structured caller details instead of a missed-call notification, and source attribution stays intact because the agent runs inside the same call platform.
The problem
Missed and after-hours calls went to voicemail. Many callers never left a message, and those who did often left too little information for an effective callback. High-intent callers were moving on to other centers.
What I built
- Built a CallTrackingMetrics VoiceAI agent positioned in the call flow behind the live admissions queue.
- Wrote the welcome message and instructions for a calm, short intake: who needs help, name, callback number, location, concern, and insurance.
- Added escalation rules for crisis language and routing for non-admissions callers.
- Mapped captured details into custom fields on the call record.
- Set real-time alerts to on-call admissions staff.
- Reviewed transcripts after launch and tuned the prompt.
What changed
Every call gets answered and logged. The admissions team starts each callback with structured caller details instead of a missed-call notification, and source attribution stays intact because the agent runs inside the same call platform.
Details are anonymized to protect client confidentiality. Named case studies with metrics are published with client approval.