- Client Name: Lakewood Family & Aesthetic
- Industry: Wellness & Lifestyle
- Type: Privately Held
- Location:
About the client
Lakewood Family & Aesthetic Services is a boutique medical clinic based in Lakewood, Colorado, offering a blend of primary care and aesthetic treatments such as skincare, injectables, and wellness services. With a growing patient base and limited front-desk staff, Lakewood FAS needed to modernize its communication strategy to keep up with appointment demand, particularly outside working hours. Their focus was on delivering a seamless, responsive patient experience without adding optional overhead.
Challenge
Lakewood FAS encountered operational challenges at the front desk as the volume of appointment-related calls increased,particularly during after-hours. With a dedicated yet limited staff, the clinic was often unable to handle the growing influx of patient inquiries due to the high demand for attention during peak times. Routine questions regarding service availability, pricing and booking slots were not always addressed promptly, resulting in missed opportunities for patient engagement and impacting conversion rates. In the absence of an automated system to streamline patient interactions,the clinic relied heavily on manual processes, which led to delays in response times. As a result the booking experience didn’t fully reflect the clinic’s premium service standards.
Solution
To address Lakewood’s operational friction, Insighto’s no-code conversational AI platform was implemented across two key patient interaction touchpoints:
A no-code AI chatbot was integrated on Lakewood’s website to handle FAQs, provide booking links, and offer service information.
An AI voicebot was incorporated into the clinic’s main phone system to manage inbound calls and automate appointment-related queries.
Real-time scheduling was enabled by connecting the AI system to Lakewood’s practice management software.
Custom conversational flows were designed, tailored to patient behavior and service demand.
Fallback-to-human escalation logic was included to ensure seamless support when AI could not resolve queries.
Complete no-code control was provided to Lakewood staff, allowing them to update flows, content, and scripts as needed.
Results & Impacts
Insighto’s AI automation directly enhances operational efficiency and patient conversion.
Reduction in unanswered calls.
Increase in appointment bookings during off-hours
Total appointments now booked via Insighto’s AI agents
CSAT score on AI-assisted interface
Zero technical effort required from Lakewood staff.
The automation of routine queries freed up significant staff time while delivering faster, more reliable support to patients. Lakewood saw a measurable uplift in appointment conversions and a smoother booking experience. The no-code Insighto setup made the solution scalable without introducing operational complexity.
Additional Benefits
Beyond measurable KPIs, Insighto’s AI solution delivered unexpected yet valuable improvements:
- Improved patient satisfaction due to faster and more consistent communication.
- Enhanced staff focus on high-value tasks by offloading repetitive queries.
- Scalable support during peak periods and reduced human error in information rely.
- Seamless integration with existing booking systems and databases.
- API-ready setup ensured compatibility with future third-party integrations.
These technical gains created a robust and flexible infrastructure, making it easier for Lakewood FAS to scale and adapt to evolving patient engagement needs.
Conclusion
With Insighto.ai’s Voice & Chat AI platform, Lakewood FAS transformed appointment scheduling and routine patient engagement into a seamless, automated experience- reducing missed calls by 65% and boosting medical appointment bookings by 6x without hiring additional staff.
This wasn’t just conversational automation – it was a strategic upgrade that saved operational hours, improved patient satisfaction, and provided the clinic a scalable front-desk layer that works 24/7.
Still relying on manual appointment calls?
If your clinic is losing patients to missed calls, delayed responses, or limited staff bandwidth, it’s time to explore a better way to engage.
Book a personalized demo with Insight.ai and see how voice and chat automation can streamline your patient communication – no code, no hassle.
