How Gautam Home Eliminated 100% of Missed Calls Without Hiring Staff
A solo practitioner in Jeevan Park, New Delhi was losing patients to competitors every time the phone rang during a consultation. Relaya Voice AI replaced the need for a receptionist entirely.
Key Results
The Clinic
Gautam Home is a solo general practice operated by Dr. Gautam in the Jeevan Park neighbourhood of West Delhi. The clinic sees 30 to 40 patients on a typical day, covering everything from fever management to chronic disease follow-ups.
Like thousands of neighbourhood clinics across India, Gautam Home runs lean. There is no receptionist, no nursing staff dedicated to front-desk duties, and no answering service. When the doctor is with a patient, the phone simply rings unanswered.
Clinic Profile
- Type
- General Practice
- Location
- Jeevan Park, New Delhi
- Doctors
- 1 (Solo practitioner)
- Daily Volume
- 30-40 patients
- Languages
- Hindi, English
The Problem
During consultation hours, Dr. Gautam sees patients back to back. Every incoming call during those hours goes unanswered. Internal tracking over a two-week period showed that 35% of all inbound calls were missed, with no callback system in place.
The immediate consequence was measurable: patients who could not reach the clinic moved on. A review of appointment books against call logs showed an estimated Rs 40,000 to Rs 60,000 in monthly revenue walking out the door.
Hiring a receptionist was the obvious solution but not a viable one. A full-time receptionist in Delhi costs Rs 15,000 to Rs 20,000 per month before benefits. For a solo practice operating on thin margins, that overhead was difficult to justify, especially for a role that sits idle whenever call volume drops.
The Solution
Relaya Voice AI was deployed as the clinic's sole receptionist. The AI agent was configured to answer calls in Hindi (with English fallback), provide clinic timings and directions, answer frequently asked questions about services, and book appointments directly into the doctor's schedule.
Setup took less than 24 hours. The knowledge base was populated with clinic-specific information: consultation fees, accepted insurance panels, directions from the nearest metro station, available procedures, and the doctor's weekly schedule.
Emergency protocols were configured so that urgent cases received immediate guidance to the nearest hospital while non-urgent queries were handled end-to-end by the AI.
Timeline
Before Relaya
Jan 2024 - Nov 2024
- Missing 30-40% of incoming calls during consultations
- No receptionist on staff (monthly cost of Rs 15-20k not viable)
- Patients calling competitors after no answer
- Estimated revenue loss: Rs 40,000-60,000 per month
- Doctor answering calls between patients, disrupting workflow
Implementation
Day 1
- Relaya Voice AI configured in under 24 hours
- Trained on clinic-specific services, timings, and directions
- Hindi and English language models activated
- Appointment scheduling logic mapped to doctor availability
- Forwarding rules set for emergency cases
After Relaya
Dec 2024 - Present
- Zero missed calls, 24/7 availability
- 30+ appointments booked automatically every day
- Revenue recovered: over Rs 50,000 per month
- Doctor no longer interrupted during consultations
- Patient satisfaction improved across all feedback channels
Results
"Patients tell me the Hindi sounds natural. They don't realize it's not a person until I mention it. And I haven't missed a single call since December."
Patient Feedback
"I called at 9 PM expecting no answer. Someone picked up, answered my questions, and booked my appointment for the next morning."
Patient, Google Review
"The voice on the phone gave me exact directions from Uttam Nagar metro. Very helpful."
Patient, Google Review
"Earlier I used to get busy tone. Now it always connects. Good improvement."
Patient, Justdial Review
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