Customer communication and experience are essential in healthcare. However, fragmented tech and staff shortages can create a blockage between patients and their needs. In fact, 80% of missed calls from patients result in no follow-up, meaning patients are left stranded, and practices are left without leads. Overall, communication breakdown can cost practices up to a whopping £150,000 a year!

Understandably, RoboReception Ltd. didn’t want this, and had developed a sophisticated AI workflow for automated call handling. However, their existing telecoms provider couldn’t support the critical features needed for the AI to function in real time.

Before the project, the key issues they faced were:

• Their AI couldn’t be integrated into the existing telephony platform.
• Did not have the technical know-how to connect their AI engine to a real-time text-to-speech and voice bot system.
• Calls were still being handled by human agents, preventing expansion and scaling.

Ultimately, the business needed a live call transcription solution, one that they could use to read text and generate a response mid-call. This was no easy feat, but with AI at the forefront of our business, and the technical expertise to back it up, Focus Group was ready to help RoboReception Ltd. achieve the business model they deserved.

Built on our brand new and enhanced platform, Focus CX, our tech team implemented a fully integrated, AI-driven telephony workflow that could support the services RoboReception AI sought.

Focus CX was built upon our strong partnership with Wildix Unified Communication, the all in one solution for business communication. In a nutshell, this meant we could deliver agentic AI support, ensuring leads were never missed.

Ultimately, Focus CX would provide:

• Live call transcription (via XBS inside Focus CX)
• Voice bot functionality
• Integration layer for external AI systems

Breaking down the technical processes, Focus CX would:

• Perform live transcriptions of the caller’s speech
• Instantly deliver transcripts to RoboReception AI’s engine
• The AI then generates a response and returns a text output
• The response is converted to text-to-speech through Focus CX
• Finally, the Focus CX voice bot delivers the AI-generated reply back to the caller

This closed-loop, real-time pipeline was the key capability that helped Focus Group stand out from other providers and help the business deliver ultimate and game-changing customer experiences. Additionally, to ensure implementation and processes ran smoothly, we ensured there was continuous communication and collaboration between our Focus CX engineers and RoboReception Ltd.