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When Phone Lines Became a Bottleneck

For Ottawa Physiotherapy Clinic, growth brought a new challenge. The phones never stopped ringing — patients booking appointments, families calling with multiple dependents, last-minute cancellations, reschedules, and endless FAQs.

Human staff were overwhelmed. Calls went unanswered, rescheduling requests piled up, and duplicate entries clogged the CRM whenever families shared the same email or phone number. Patients waited too long for confirmations, and staff spent hours on tasks that pulled them away from what mattered most: care.

It wasn’t a lack of demand — it was a lack of bandwidth.

A Bilingual AI Receptionist, Always on Duty

VOKSICA designed a fully AI-driven call management system, combining GoHighLevel , Retell AI, Make.com, and custom GPT modules.

At its heart was Julian, a warm, bilingual (English/French) voice agent who could:
– Pick up calls instantly.
– Identify if the caller was a new or existing patient.
– Handle family-member bookings without duplicate errors.
– Answer simple FAQs on the spot.
– Route complex queries into structured CRM tasks.
– Offer natural-sounding appointment slots using GPT formatting.

Julian didn’t just answer calls. He turned them into structured, logged data inside the clinic’s CRM — without missing a beat.

Fixing Family Bookings with Dot Variations

One of the clinic’s biggest frustrations was duplicate emails blocking family member records in GHL. VOKSICA solved this with a Dot Email Agent.

By generating unique dot-variations of Gmail addresses (e.g., sophiawilliams@gmail.com → sophia.williams@gmail.com, sophia.w.illiams@gmail.com), every family member could now be logged as a separate contact — without breaking GHL’s validation.

This simple but powerful fix unlocked smooth multi-member scheduling.

Taking Scheduling Further: Emily the Reschedule Agent

While Julian handled bookings, a second AI agent — Emily — was introduced to tackle cancellations and reschedules.

Emily could:
– Identify the caller via phone lookup.
– Confirm which family member’s appointment to update.
– Read out all upcoming appointments.
– Cancel or reschedule on the spot, updating GHL instantly.

What once required human staff intervention now happened automatically in minutes.

A System That Thinks in Workflows

What made this system so effective was not just the AI agents themselves, but the orchestration layer behind them. Inside Make.com, each workflow was designed like a digital staff member with its own role.

When a call came in, one flow acted like a front-desk clerk, instantly identifying the caller and checking if they already existed in the clinic’s database. Another operated like a care coordinator, logging new inquiries or complex questions so no detail slipped through the cracks. A separate routine worked as a calendar assistant, pulling real-time availability from practitioner calendars and formatting it into natural options for the patient — “Monday at 10 AM or Tuesday at 11 AM.” Finally, a booking concierge closed the loop by confirming appointments and syncing them seamlessly into GHL’s calendars and pipelines.

Every workflow wasn’t just code — it was a piece of the clinic’s virtual workforce, working together in perfect coordination.

Results: More Care, Less Chaos

In less than 30 days, the clinic went from call chaos to seamless automation:
– 100% of inbound calls answered — in English or French.
– Appointment scheduling, rescheduling, and cancellations fully automated.
– Family-member bookings handled without duplication errors.
– Staff time saved: 30+ hours per week.
– Patients received faster confirmations and a smoother booking experience.

The phones no longer meant stress — they meant opportunity.

Industries That Can Benefit from AI Receptionists

While built for a physiotherapy clinic, this model applies to any industry where scheduling and multilingual support are essential:

– Healthcare & Wellness Clinics – Physiotherapy, dental, or dietitian practices managing high call volume.
– Education & Training Centers – Handling family/student bookings and schedule changes.
– Legal & Financial Services – Managing client consultations and reschedules.
– Hospitality & Spa Services – Booking, rescheduling, and multilingual guest support.
– Security & Field Services – Appointment-based consultations and rapid response coordination.

Any business with busy phones, multiple clients per household, or frequent schedule changes can benefit.

From Missed Calls to Seamless Care

For Ottawa Physiotherapy Clinic, automation wasn’t about replacing people. It was about giving their team time back to focus on care, while ensuring patients got the fast, frictionless service they deserved.

With Julian and Emily, every call is answered, every appointment is managed, and every patient leaves the line feeling heard.

That’s what healthcare should sound like.