How Virtual Reception eliminated missed calls and optimized bookings for rehabilitation pathways

A multi-specialty medical center turned unanswered requests into new opportunities thanks to omnichannel artificial intelligence integrated with the calendar.

Centro Medico Fisioterapico IGEA is a forward-looking facility specialized in Orthopedics, Physiotherapy, and Movement Sciences. A reference point in Bressanvido (Vicenza) for functional recovery, physical wellbeing, and rehabilitation, the center offers targeted therapeutic pathways and specialist visits to support patients through every stage of recovery — from acute trauma to postural re-education.

The challenge: missed calls and an overloaded switchboard

Patients who turn to Centro Medico Fisioterapico IGEA often face musculoskeletal issues or injuries that require timely support so therapy can start as soon as possible. Facing a growing volume of requests, the facility encountered a significant organizational problem: a buildup of missed calls and unanswered contact requests.

An overloaded switchboard not only frustrates patients in pain who urgently need answers — it also creates heavy stress for administrative staff. Front-desk teams lacked a clear picture of the situation, struggled to keep up, and effectively lost valuable care opportunities because they could not simultaneously manage in-clinic reception and dozens of incoming calls.

The solution: omnichannel Virtual Reception

To overcome the structural limits of a traditional switchboard and ensure continuous support, Centro Medico Fisioterapico IGEA adopted Virtual Reception powered by artificial intelligence. Activating the assistant simultaneously on three channels (voice, web chat, and WhatsApp) allowed the front desk to reorganize effectively, ensuring no request was left behind.

The system fits seamlessly into the care pathway across three strategic levels:

1. 24/7 omnichannel coverage: Virtual Reception is active at every moment of the day — not only on the phone, but also on the website and WhatsApp. It provides immediate answers to the most common user requests, beyond opening hours.
2. Structured callback management: thanks to full traceability of every voice or text interaction, the front desk always has a clear picture. Staff can now plan an orderly callback flow, giving the right attention to patients who need human support.
3. Calendar integration and autonomous bookings: the virtual assistant is integrated directly with the center's calendar. This lets the AI book appointments fully autonomously, with no effort from staff, capturing bookings in real time from any channel (voice, chat, or WhatsApp).

Conclusions and next steps: toward even more integrated reception

Adopting Virtual Reception marks a fundamental quality leap for Centro Medico Fisioterapico IGEA in managing orthopedic and physiotherapy patients.

With calendars already fully integrated and routine bookings automated, next developments will focus on complex cases to further support clinical staff:

• Transactional filtering and intelligent specialty redirect: a system able to profile urgency or problem type (e.g. post-operative rehab cycle vs first visit). The AI will handle standard bookings autonomously and transfer to the right operators only requests that need triage or targeted human follow-up.
• 24/7 autonomous rescheduling: during outbound contact, if a patient cannot attend, Virtual Reception will let them cancel or reschedule instantly — any time, on any channel. This will avoid gaps in the calendar and automatically optimize clinicians' schedules.

We started our collaboration with Run2AI in September. From the very first months of setup, they proved to be serious, professional and very helpful. We've been operational since January and I must say that both the switchboard and the chatbot work great, offering patients the ability to make appointments 7 days a week, 24 hours a day. Truly congratulations!

Elia B.

Owner, Centro Medico Fisioterapico IGEA