Start With the Why
Explain that the goal is to take pressure off the team, not to replace them. People are more positive when they understand the purpose.
Decide What the AI Handles
List the calls it should take, such as opening hours and booking requests, and the ones it should pass to staff, such as complaints or clinical questions.
Agree How Messages Reach You
Decide who receives the call summaries, how quickly they are followed up and what happens with urgent matters.
Test Before Going Live
Ring the system yourselves. Try difficult questions and make sure it behaves the way you want.
Review and Improve
Check call summaries in the first few weeks and adjust. A good setup keeps getting better as you learn what your callers ask.
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