If you’re evaluating AI voice agents to help your staff, it can be hard to separate the flash from the function. Not all AI is created equal—and you need a solution like Zo that truly enhances your patient experience and staff workflows.
Data privacy and security are table stakes. Here are an additional four essential qualities to look for when vetting AI voice agents:
Best in class technology
Patients expect a natural conversation. Beyond basic functionality, when speaking to AI vendors, ask questions that a demo doesn’t answer. Does the AI agent correctly pronounce doctor names and nicknames? Does it use tone and inflection to make the conversation feel effortless? Does it provide a warm patient handoff with a call summary to your staff so patients don’t need to repeat themselves if a transfer is required? Choose a solution trained on real healthcare conversations that mirrors how people actually speak as these solutions will get the best results. These qualities help to deliver a frictionless experience that reduces the most call volume for your staff.
Works with your existing systems, not against them
The last thing your staff needs is another disconnected tool. A great AI voice agent should easily plug into your existing systems, including your phone system, scheduling software, and call center software. Look for a solution that will adapt to your workflows, not force you to change your operations.
One setup that grows with your practice
As your practice evolves, your AI voice agent should keep up. Whether you’re updating insurances, changing which providers will be at which location on specific days, or adding new providers and locations, your AI voice agent should adapt with your practice and maintain consistency across all ways patients book with you. The right tool keeps everything consistent—so patients always have a smooth path to care, no matter how your business grows.
Transparency into performance
Your patient experience should not feel like a black box. The best AI voice agents offer full access to performance and call transcripts. They also surface trends your current phone system likely can’t—like common patient call reasons or how many appointments are being booked —giving you the insights to make smarter decisions and better serve your patients.
Zo, Zocdoc’s AI voice agent, checks all these boxes—and more.
See how Zo compares
FAQS
What is an AI receptionist?
An AI receptionist (also known as an AI virtual receptionist or AI answering service) is a voice-powered agent that can answer incoming calls, schedule appointments, verify patient information, and more—all without human intervention. Unlike traditional voicemail or auto-attendants, AI voice agents use natural language processing to understand and respond to patient needs in real-time.
Can an AI answering service handle appointment scheduling?
Yes, a modern AI answering service—especially one built for healthcare—can schedule, reschedule, and even cancel appointments based on real-time availability. These systems integrate with your practice’s calendar or scheduling tool and use natural language processing to understand patient requests like “I need to book a check-up next week.” This ensures patients can take action 24/7, even outside of office hours.
Is an AI phone assistant HIPAA-compliant?
Not all AI phone assistants are HIPAA-compliant, but leading solutions designed for healthcare—like Zocdoc’s AI receptionist—are built with HIPAA and patient data privacy in mind. A compliant AI phone assistant will encrypt conversations, limit access to sensitive information, and follow strict protocols to safeguard patient health data. Always confirm a vendor’s compliance before integrating their solution.