★★★★★
The AI assistant gives us the ability to welcome our clients by phone 24/7, actively supporting our switchboard team during normal working hours.
AI virtual receptionist for medical practices and healthcare facilities
Virtual Reception answers your practice phone 24 hours a day, books, moves and cancels appointments directly in the practice management system you already use, and hands the call to an experienced colleague only when it is really needed.
What a missed call costs
In an Italian healthcare facility the phone is still the main channel: more than 90% of bookings come from an inbound call. In day-to-day practice that means one thing: every unanswered ring is an appointment that never makes it onto the calendar.
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Peak hours saturate reception.
On Monday mornings the lines are busy and people who cannot get through rarely call back: they book elsewhere. -
After hours the facility is closed on the phone.
In the evening, on Saturdays and on public holidays patients are free to call, and nobody answers. -
Cancellations sit in voicemail.
The freed slot is not reassigned in time and stays empty. -
Front-desk staff are interrupted constantly.
Whoever is physically at the desk waits for the operator to hang up.
What an AI virtual receptionist is
An AI virtual receptionist is a telephone assistant based on artificial intelligence that answers a medical practice's calls when a human operator cannot: it understands the request in natural language, checks the calendar in real time through the facility's practice management system and completes the action — book, move or cancel — without manual intervention. When the request falls outside what it can handle, it transfers the call to more experienced colleagues.
How it works, in four steps
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01
The patient calls the usual number
Nothing changes for the caller. The call reaches Virtual Reception from the facility switchboard, traditional or VoIP.
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02
The assistant understands the request
No keypad menu: the patient speaks normally. The assistant recognizes the requested service, the coverage (NHS, private or insured) and the personal details, tax code included.
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03
The calendar is updated in real time
Via API the assistant reads real availability in the practice management system and writes the booking, the move or the cancellation. No double entry for reception.
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04
If needed, it redirects to an experienced colleague
Emergencies and out-of-scope requests are transferred to an operator or logged as a callback request, with the full conversation transcript.
Try the Virtual Reception now
Outgoing call
Centro Medico Sant'Andrea
02 3055 1707
How can I help you?
The fastest way to see if our healthcare Virtual Reception is right for you is to talk to it. Ask for a slot, move it, cancel it, or try to put it in a tight spot and see how it copes.
Any data exchanged during the conversation is handled in line with privacy legislation: the full notice is available at this link. No real calendar is modified.
What Virtual Reception can do
Four core capabilities, then the functions that make the difference in a front-desk day.
24/7 availability
Your virtual assistant answers calls at any time, even outside working hours and on holidays. It handles frequently asked questions and books appointments without interruption.
Specialized in healthcare
Specifically designed for the healthcare sector, it understands medical terminology and easily integrates with the main practice management systems used by hospitals and clinics.
Zero waiting
Simultaneous handling of multiple calls, eliminating queues and waiting times. It drastically reduces the workload of administrative staff and improves operational efficiency.
Enhanced experience
It offers immediate, accurate and friendly answers to every request. Patients receive excellent service that increases satisfaction and trust in the healthcare facility.
Intelligent escalation
During office hours the call is passed to an operator when the request is complex or when the patient explicitly asks.
AI Redirect
The assistant analyzes the intent of the call and automatically routes it to the right extension, without going through the switchboard.
Call-Me-Back
When nobody can answer, the request lands in a dedicated panel section with the transcript: reception calls back with the full context.
Cancellation handling
The assistant captures the cancellation and immediately alerts reception, which can re-offer the slot before it is lost.
Multilingual answering
It recognizes the patient's language and replies in the same one, even when staff do not speak that language.
Control dashboard
Real-time conversations, KPIs on bookings and cancellations, callback management, document upload and choice of the assistant's voice.
A specialist AI, just like you
For more than 12 months, Virtual Reception has been refined month after month around the typical needs of your peers. Discover with us how it can help you right away.
IVR, general-purpose vocalbot or Virtual Reception
Phone reception is the first contact between patient and facility: a decisive moment to convey trust and professionalism. Moving from traditional IVR to artificial intelligence is a concrete opportunity. The table compares these solutions and shows how technology can turn the front desk into a strategic resource, always available to give every patient fast, state-of-the-art access to care.
| Features | Traditional IVR (Press 1 for ... press 2 for ...) |
General-purpose vocalbot | Run2AI Healthcare Virtual Reception |
|---|---|---|---|
| 24/7 communication |
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| Conversational interaction |
Recorded voice |
Generic |
Personalized with specialist healthcare flows (e.g. booking on a service taxonomy, patient records with tax code, etc.) |
| Integrated front-desk actions |
Manual operation |
General-purpose actions |
Healthcare bookings, cancellations, Call-me-back |
| Third-party system integrations |
|
Case-by-case integration |
Specialist integration of healthcare APIs |
Deep dive
For a full comparison of traditional and AI approaches to front-desk management:
IVR vs Virtual Reception: pros and cons of running the front desk with AI
Read the article →We use the same practice management system you already use
More than 12 healthcare practice management systems interoperable via API, plus traditional and VoIP switchboards.
Don't see your practice management system? No problem: contact us and we will evaluate together whether we can integrate it.
Estimate the concrete benefit for your case
Discover how much you could save by automating call management in your medical center
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Your estimated benefits
Annual savings
€ 4.050
Additional revenue
€ 86.400
* Estimates based on current installations of our healthcare Virtual Reception. Actual results may vary based on the specific characteristics of your facility.
How the estimate is calculated
Break-even is reached with autonomous handling of 10 calls a day: below this threshold the service is a cost, above it it generates net margin. The assumptions are deliberately conservative: a calls-to-bookings conversion rate of 16.50%, average revenue per service of €80, an EBIT margin of 10% and an average call duration of 1.3 minutes. The calculation only considers revenue from new direct bookings and excludes the savings generated by automatic handling of cancellations, information requests and callbacks.
What clients say
Experiences from healthcare facilities using Virtual Reception
Success stories
How medical centers and specialist practices use Virtual Reception every day.
Ospizio Marino di Grado
Families who call before admission get answers, even outside reception hours.
Read the story →Biocontrol
More sites, more calendars: a single assistant routes requests without making patients wait.
Read the story →Centro Medico Fisioterapico IGEA
Rehab does not wait: bookings handled in the evening and at weekends too.
Read the story →GDPR compliance and advanced security
Our technological solution complies with the GDPR - General Data Protection Regulation and the European Artificial Intelligence Act, developed to the highest security and privacy standards. The Virtual Reception infrastructure ensures complete data protection, maximum reliability and compliance with all applicable regulations.
Read the full privacy notice.
Data encrypted at rest
Pentested
Access with OAuth 2.0
It is activated in stages
It is not a switch. You start safely and expand only when the numbers convince you.
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01
Dedicated test number
We create a separate number to try the assistant safely, without touching live lines and calendars.
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02
Nights only
The first step in production covers the windows when nobody answers today: evenings, nights, weekends and public holidays.
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03
When operators are busy
The assistant steps in as overflow: it takes the calls that would find the line busy, while reception works as usual.
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04
Full 24/7 coverage
Only when the numbers convince you do you move to continuous coverage. No stage is mandatory: you can stop at the one that works.
Frequently asked questions
Everything you need to know about healthcare Virtual Reception.
Virtual Reception is the first AI voice assistant in Italy developed specifically for healthcare. Its role is to support reception staff in healthcare facilities in managing patient welcome. Thanks to artificial intelligence, Virtual Reception is always available to answer requests, 24 hours a day, 7 days a week, and to support patients in booking or changing a service fully autonomously, integrating with the main scheduling systems. The solution is omnichannel because it is available in several modes: as a voice assistant, through integration with the facility telephone switchboard (VoIP or traditional), to handle inbound calls, and as a chatbot on the website or on WhatsApp, allowing patients to choose the channel they prefer.
Exactly: Virtual Reception is available 24/7, including nights and public holidays such as Sunday. In this way it covers all the time windows when reception staff do not normally work, increasing the chances of answering patients and the opportunities to book.
Absolutely yes: Virtual Reception is designed to work with third-party systems already in use in healthcare facilities. Among the interoperable practice management systems it integrates with are Vettore Medical, Doctolib, Alfadocs, DBMedica, Medinformatica-Medistudio, Innogea-Caremed, RB Software-W Ges.La.An., Google Calendar, Outlook, BCS, Bollino IT, Snoots and Alcyon-Dr.Vet: availability is checked in real time and bookings are entered directly in the calendar. Among the telephony tools Virtual Reception works with are both traditional and digital (VoIP) switchboards.
Yes, Virtual Reception includes a complete control panel that lets you monitor all conversations in a simple, intuitive way. Through this dashboard you can read the conversations between the AI and patients in real time and monitor the main KPIs such as bookings made, cancellations and other metrics that matter for your facility. It is not just a reporting interface, but a real control system where users, based on their access levels, can manage "Call-Me-Back" (callback) requests, pick up calls that need human intervention, upload facility documentation to update the AI, intervene directly on WhatsApp chats and personalize the experience by changing the assistant's voice.
Yes, it can be customized independently from the control panel. Through the dashboard you can both upload the content database the Virtual Reception uses to answer and change the AI's voice, tone and welcome message to make it as realistic as possible. All of this can be changed in real time and adapted for every site of the healthcare facility.
The system is designed with a safety mechanism that always guarantees human intervention. The AI is trained to recognize emergencies or complex requests and forward the call to an operator, who has two options: step in on the same line and take the call in real time, or call the patient back later through the "Call-Me-Back" (callback) feature. In the latter case, the operator receives a notification with the full transcript of the request and can contact the patient; this way no request is lost.
Yes, our solution is fully compliant with the GDPR (General Data Protection Regulation) and the European Artificial Intelligence Act. The Virtual Reception infrastructure was developed to the highest security and privacy standards, ensuring data protection, maximum reliability and compliance with all applicable regulations.
Yes. Thanks to a scalable cloud architecture, Virtual Reception can handle an unlimited number of simultaneous calls, completely eliminating phone queues, busy signals and wait times. This is especially useful during traffic peaks, such as Monday mornings, making it possible to answer every request without having to staff up for the busiest moments.
Yes, Virtual Reception can communicate in English and in other languages, automatically recognizing the patient's language and answering in the same one. This makes it possible to assist international patients, guaranteeing a quality experience for everyone regardless of their native language, even without multilingual staff on site.
The difference is substantial. Traditional IVR systems force patients through rigid keypad flows, often with confusing, frustrating paths, while Virtual Reception is designed to adapt to patients and make communication between patient and healthcare facility easier. The patient speaks normally, as they would with a real person, and the AI understands the context and intent of the request. Virtual Reception can also handle complex requests, book appointments autonomously thanks to practice-management integration, and hand the call to a human operator when needed. The result is a clearly better user experience, combining the efficiency of automation with the naturalness of a human conversation, without the rigidity of older automated systems.
Virtual Reception is designed for everyone who works in health and wellness. It can be used not only by medical centers, but also by veterinary clinics, dental practices, pharmacies, physiotherapy studios and independent healthcare professionals such as psychologists, nutritionists or osteopaths.
Yes, Virtual Reception handles the main stages of the appointment cycle, including booking and cancellations. Thanks to direct integration with healthcare practice management systems, the AI checks availability in real time and writes bookings to the calendar. For cancellations, the system captures the details and promptly alerts reception, so staff can call the patient back to propose an immediate reschedule and recover the appointment.
Yes, because the system includes an "Intelligent Escalation" feature that transfers the call to a live operator during office hours, stepping in for complex requests or when the patient explicitly asks. In parallel, "AI Redirect" can analyze user intent and automatically route the call to the right extension.
Yes, through the "Call-Me-Back" (callback) feature, reception can contact patients whose details automatically land in a dedicated section of the control panel. This makes follow-up calls smooth and organized, with all the information you need always at hand.
Book a demo
Pick the slot that suits you and book a call with our team.