AI Receptionist

/modules/ai-receptionist

Page purpose (designer & content owners — read first)

This page positions AI Receptionist as Primoro’s voice channel module — answering inbound calls, handling common requests, and handing over to staff with full context when needed.

It is not:

• a generic “AI phone bot”
• a replacement for the practice team
• a passive recording or surveillance product

It must communicate:

• AI Receptionist is an optional, individually sold module in the Intelligence Suite
• It inherits Primoro AI experience constraints: action‑first, strict escalation discipline, no diagnosis, calm plain‑English tone
• Call handling is governed: identity verification before sensitive info, RBAC for call records, auditable actions
• Calls become trackable work through Communication Hub and Task Manager — not lost in PBX history
• Launch integration support: 3CX (supported at launch). Additional phone systems will be added over time through the Early Adopters Programme, where supported by the phone system and available APIs in operation.

Tone: practical, reassuring, operator‑led. Value first. Governance explicit.

Hero

AI Receptionist — answers calls, books appointments, captures enquiries

Answers your calls, books appointments, handles FAQs, and captures enquiries — all with a calm, helpful voice trained on your practice.

AI Receptionist provides 24/7 inbound (and certain outbound reminder/follow‑up handling) with real‑time transcription and safe handover to humans when required.

CTAs → Request a demo (/request-a-demo) → Explore the Intelligence Suite (/features/suites/intelligence)

What AI Receptionist does

AI Receptionist is a voice‑enabled virtual receptionist that:

• Answers inbound calls with a natural‑sounding British English voice
• Detects caller intent and completes supported self‑service actions
• Transcribes calls in real time and logs them into the practice’s call conversation threads
• Escalates to staff with full call context (intent summary + transcript + relevant details), not a blank transfer

It reduces missed calls, repetitive admin, and inconsistent handling — while keeping humans in control.

Who it’s for

• Practices with high call volumes and reception pressure
• Front‑of‑house and reception teams
• Practice managers
• Group operators who need consistent call handling across sites

What it solves

• Missed calls and long hold times
• Repetitive admin (confirmations, FAQs, cancellations, reschedules)
• Inconsistent policy recital and missed enquiry capture
• Out‑of‑hours and overflow coverage gaps
• No transcript/audit trail for calls and outcomes

Core capabilities

1) Operating modes: Out‑of‑hours & Overflow

AI Receptionist supports two primary modes:

• Out‑of‑hours support (active when the practice is closed)
• Overflow handling (answers during busy periods when staff are unavailable)

Configurable options include schedules, ring/wait thresholds, separate greetings, intents that must always route to humans, and queue/department routing maps.

2) Real‑time transcription & call logging

• Real‑time transcript with timestamps and speaker labels
• Stored in the call conversation thread with metadata (start/end time, duration, intents, outcome)
• If escalated, transcript can be available live to staff taking over; transcription can continue during the human portion where configured
• Transcripts are immutable (not edited); staff can append notes; access is RBAC‑controlled

Automatic record logging (no manual admin)

• Where supported, Primoro writes a call summary/note into the practice PMS so the interaction is reflected in the patient record.
• If PMS logging is unavailable (API limitation/outage), Primoro creates a follow‑up task for staff to log the details manually.

3) Caller identification & safe verification

• Attempts identification via caller ID matched to patient records
• Handles shared numbers using Family Profiles disambiguation (“Who is this regarding?”)
• Must not disclose patient‑specific information until identity is confirmed (e.g., DOB verification)
• Optional voice biometrics can be enabled where permitted

4) Intent detection & self‑service (common requests)

AI Receptionist recognises and handles:

• Appointments: confirm / book / reschedule / cancel (uses Appointment booking rules and rota constraints)
• Practice FAQs: hours, location, services, fees, policies (curated knowledge base)
• Digital forms: detects pending forms and sends secure links
• Aftercare & triage (safe boundary): approved guidance only; urgent keyword escalation; no diagnosis
• Billing & payments: balance info only after verification; secure payment facilitation; disputes routed to finance queue/task
• New patient enquiries: capture details; schedule where permitted or create follow‑up work
• Routing: departments / queues / staff where configured; message capture when unavailable

Supports multi‑intent calls (handles one request then asks if anything else is needed).

5) Deposits & policy recital (governed)

When confirming, booking, or cancelling, AI Receptionist can recite relevant practice policies using approved wording (e.g., deposits, assessment‑only visits, cancellation notice periods).

Where deposits are required, it must explain the requirement clearly and offer secure payment options; confirmations follow the practice’s enforcement rules.

6) Staff Agent Console + Screen‑Pop Assistant (required)

AI Receptionist includes a staff‑facing Agent Console so teams can take over confidently, with real‑time transcription, intent detection, and context handover.

Where it appears

• Primary location: a dedicated Calls workspace/tab inside Communication Hub.
• Optional embeds: pop‑out panel within relevant staff views (where configured).

A) Incoming call “screen‑pop” (caller recognised)

When a call arrives and the number is matched, the Agent Console shows a caller context card with quick access to:

• identity status (matched + verification state)
• next appointment / upcoming bookings
• last correspondence / recent call thread context
• outstanding forms (where relevant)
• open tasks and relevant alerts
• quick links to the Primoro contact/patient record

For shared numbers, it prompts “Who is this regarding?” to select the correct person.

B) Live conversation detection + operator guidance

As the call progresses, the console surfaces operator help in real time:

• intent‑aware policy‑safe scripts (editable)
• links to relevant information (fees, directions, policies)
• extracted key entities (date/time, appointment type, names, references)
• “key moments” markers (identity verified, consent obtained, escalation requested)

C) Live transcript + handover continuity

A streaming transcript with highlights enables fast, calm takeover without asking the caller to repeat themselves.

D) One‑click actions (RBAC‑governed)

From the Agent Console, staff can:

• accept call / warm takeover
• transfer to queue/person
• create a Task with transcript link
• send a form link
• send a payment link
• open booking UI pre‑filled for book/reschedule/cancel

RBAC applies to every action — the console does not bypass permissions.

E) Smart call awareness (prevent duplicate contact)

Primoro helps teams avoid awkward repeat calls and mixed messages by providing clear visibility of recent and in‑progress conversations.

When a call is active or has just taken place, staff are automatically shown that the person is already being handled or was recently contacted. If an operator opens a record shortly after a call, they see a clear summary of the last interaction — so they know the context before taking action.

This reduces unnecessary double‑calling, improves the patient experience, and helps teams respond confidently and consistently — without needing to cross‑check call logs first.

Workflow automation (call → action)

AI Receptionist can trigger workflows based on call content, including:

• Send forms immediately
• Create follow‑ups in Task Manager (callbacks, complaints, messages)
• Trigger approved aftercare follow‑ups and urgent tasks where appropriate
• Optional: trigger waitlist outreach when cancellations create open slots

All automated actions are logged against the call record for audit.

Telephony integration (pilot + extensible)

• Launch integration: 3CX, using supported native APIs and call control mechanisms
• Extensible connector architecture supports other telephony platforms via SIP/API adapters
• Transcripts and governance remain in Primoro (not scattered across PBX systems)

Security, privacy & safety boundaries

Minimum requirements include:

• Caller disclosure that calls may be recorded
• Encryption for voice data and transcripts at rest and in transit
• RBAC access controls for call records
• Identity verification before disclosure of patient‑specific info
• Full audit trail of AI actions, transfers, and task creation
• Strict safety boundary: no diagnosis; urgent keywords trigger escalation workflows

Group operator value

For groups, AI Receptionist provides consistent front‑line call handling across locations:

• consistent scripts and policy recital
• reduced missed calls during peak times
• better enquiry capture and routing
• visibility of call volumes, escalations, and resolution patterns (where dashboards are enabled)

Part of the Intelligence Suite (sold individually)

AI Receptionist is part of the Intelligence Suite, sold as an individual module.

It can be enabled on its own, alongside AI Guardian and AI Quality Monitor, or not at all.

Nothing in CORE depends on it.

Visual guidance (for designers)

Design should show the “calm voice + governed handover” story:

• Incoming call screen‑pop with recognised caller context card
• Agent Console view (queue + live transcript + context card)
• Live intent guidance panel (editable scripts + links + one‑click actions)
• Handover state (AI → staff) with transcript continuity
• Mode toggles (Out‑of‑hours vs Overflow)
• Example policy recital (short, neutral)

Avoid:

• robot/sci‑fi visuals
• surveillance motifs
• anything that implies diagnosis or fully autonomous clinical judgement

Frequently asked questions

Is AI Receptionist a replacement for our reception team?

No. AI Receptionist is designed to support reception teams by handling routine, overflow, and out‑of‑hours calls, and by providing context and guidance to staff. Human operators remain in control and can take over any call when needed.

Will callers know they are speaking to AI?

Yes. AI Receptionist clearly introduces itself and does not attempt to mislead callers. Transparency is a core design principle.

Does AI Receptionist record calls?

Call handling follows your configured policies. Where recording or transcription is enabled, callers are informed. Transcripts and call data are protected by role‑based access controls and full audit trails.

Can AI Receptionist give clinical advice or make diagnoses?

No. AI Receptionist operates within a strict safety boundary. It can provide approved aftercare information but never diagnoses or replaces clinical judgement. Urgent concerns trigger escalation to staff.

What happens if a patient or caller was contacted recently?

Primoro displays recent‑call context and active call status to staff, helping prevent duplicate calls. During active or recent interactions, outbound calling can be suppressed where appropriate, with authorised overrides available.

Which phone systems are supported?

AI Receptionist launches with supported integration for 3CX. Support for additional phone systems will be added progressively through the Early Adopters Programme, where supported by available APIs and telephony capabilities.

How does AI Receptionist integrate with the rest of Primoro?

AI Receptionist works with enabled modules such as Appointment Manager, Digital Forms, Task Manager, and Communication Hub. Actions and outcomes from calls are logged automatically where supported.

Can we control what AI Receptionist is allowed to do?

Yes. Capabilities are governed by your configuration, enabled modules, user permissions, and the capabilities of the connected phone system.

Final CTA

Answer more calls. Reduce reception pressure. Keep handling consistent — even out of hours.

→ Request a demo (/request-a-demo) → Explore the Intelligence Suite (/features/suites/intelligence)