Conversational AI · Healthcare

Dubai clinic deploys Arabic and English AI voice agent

Inbound call volume reduced by over 60% within three weeks of go-live.

The challenge

A growing Dubai clinic group was losing patients to missed and abandoned calls. Reception staff were overwhelmed handling appointment bookings, rescheduling, insurance questions, and general enquiries across multiple branches. Wait times on the phone were climbing and online review scores were starting to slip.

Hiring more receptionists would solve the symptom, not the cause. The leadership team wanted a system that could handle the high volume of repetitive enquiries automatically, in both Arabic and English, and free their human team to focus on the patients in front of them.

Our approach

• Mapped every inbound call type over a two-week sample and identified the seven highest-volume enquiry categories suitable for automation.
• Designed and deployed a conversational AI voice agent on Vapi tuned for Gulf Arabic and English, integrated with the clinic's appointment system.
• Built escalation logic so any clinical question, complaint, or unusual request is routed instantly to a human, with full transcript context.
• Iterated on conversation flows weekly based on real call recordings for the first month after launch.

The outcome

“The team finally has the time to look after the patients in the clinic instead of the phones. It paid for itself inside the first month.”