We speak with Daniel Park, founder of InTouchNow.ai, a platform that allows GP practices and medical clinics to handle mass volumes of phone calls, using AI voice agents.
The Hertfordshire-based business has also attracted dozens of GP practices across the UK, with particular popularity in Birmingham, and is handling thousands of calls each day using its own software.
What is InTouchNow.ai?
Park: InTouchNow.ai offers an AI-based platform that helps GP practices to manage enquiries and automate massive volumes of phone calls they receive. We provide AI voice receptionists that can read your perfectly-crafted script and you can handle an unlimited amount of calls at once. We have hundreds of voices you can choose from, including local dialects and accessible in more than 100 languages.
We are the offshoot of a family business, InTouchNow which has been running for more than 30 years, acting as an outsourced customer service team for medical practices, lawyers, recruiters and all kinds of industries. Our product DictateNow was widely used by specialists to dictate their notes after seeing patients.
InTouchNow.ai emerged as a necessary addition to meet the growing demands of NHS waiting lists and practices being overrun with 8am patient phone calls.
What Makes InTouchNow.ai's USP?
Park: The biggest USP of InTouchNow.ai is our ability to manage an unlimited amount of phone calls, using AI.
When practices use InTouchNow.ai, all patients are responded to immediately using the voice agent and the AI will respond to whatever question they have, with our platform allowing the practice to put together a list of perfect responses beforehand.
For too many GP practices and health clinics across the UK, there is a mad rush to get an appointment at 8am and sometimes hundreds of people flock to get an appointment to find that they are still 50th in the queue - and all the good times are taken.
The manual responsibility of staff to do these phone calls adds a lot of extra pressure and stress to the practice - and additional staff cost. The stress is passed on to patients and doctors and its not a healthy process for anyone (excuse the pun).
Our AI voice agents can book and reschedule appointments, triage patients and give test results.
Is InTouchNow Easy To Integrate?
Park: Our platform is extremely easy to integrate because it connects seamingly with popular CRMs used by practices including Amazon AWS, NHS Digital, Surgery Connect and Twilio.
Once clinics sign up, they are up and running using our tool on the same day.
How Is The Response So Far?
Park: After 2 years of trading, the response has been very positive, with some practices saying the impact to their business has been lifechanging.
We have signed up more than 50 clinics, with some real popularity in the Midlands and Birmingham area, and our voice agents can adjust their accents specifically for this region.
According to practice owners, they say the impact on staff has been noticeable, with many saying that they feel less burnout and more time to complete their other tasks. They report having more satisfied patients - and this results in the overall practice being run more effectively and smoothly.
InTouchNow.ai offers a free two week trial, for more information visit: https://intouchnow.ai/
