A leading in-vitro fertilization (IVF) clinic in a major metro city partnered with Iksha Labs to deploy Krisper, an AI-powered voice agent, for managing patient inquiries and lead follow-ups. Krisper is a sophisticated voice assistant designed specifically for healthcare outreach – it engages leads with natural, empathetic conversations, handles routine questions 24/7, and frees up human staff for high-priority cases. This case study illustrates how the Krisper Voice AI solution dramatically improved the clinic’s lead conversion, operational efficiency, and patient satisfaction in just a few months.
Challenges
Like many fertility clinics, this IVF center was struggling with high inquiry volumes and low conversion. Key challenges included:
- Overwhelming Lead Volume: The clinic received over 15,000 inquiries per month, but less than 3% of these turned into qualified leads. The team spent enormous effort manually sifting through inquiries to find the truly interested patients.
- Resource-Intensive Queries: 20–25% of the staff’s time was spent answering repetitive questions about IVF procedures, costs, and success rates. Highly trained clinicians and counselors were tied up with FAQs instead of focusing on serious cases.
- Campaign Overload: Online awareness campaigns generated a flood of responses, yet only about 2 out of 100 people reached were genuinely interested in IVF treatment. Precious human resources were burned filtering out the 98% who were not real candidates.
- Staff Burnout and Attrition: The call center team faced constant pressure handling calls one-by-one. Monotonous queries and after-hours calls led to burnout, and agent attrition was rising, disrupting patient communications.
In summary, the clinic needed a way to screen and engage leads more efficiently, answer common questions automatically, and reserve human intervention for complex or serious inquiries. This is where Iksha Labs’ Krisper voice AI came in as a game-changer.
Solution: Krisper AI Voice Agent Deployment
Iksha Labs implemented Krisper, an advanced AI voice agent, deeply customized for the IVF domain. Krisper was trained on a vast corpus of IVF-related knowledge – from medical FAQs to clinic-specific information – enabling it to converse naturally with potential patients and existing clients. Key features of the Krisper solution included:
- Domain-Specific Conversational AI: Krisper understands and responds to common IVF queries about procedures, success probabilities, costs, and pre/post-treatment care. It uses advanced natural language processing to provide accurate, reassuring answers that are specific to fertility healthcare.
- Smart Call Handling: The voice agent greets callers and addresses incoming questions around the clock. Routine inquiries (e.g. “How does IVF work?” or “What are your clinic hours?”) are answered immediately by Krisper. For complex or urgent matters, Krisper seamlessly transfers the call to a human agent or schedules a callback, ensuring no serious lead falls through the cracks.
- Proactive Outreach: For leads generated via online campaigns or website inquiries, Krisper automatically follows up with outbound calls. It contacts people who expressed interest in IVF, provides information, and gently gauges their intent. Those who indicate genuine interest or need are flagged for the human team, effectively filtering out the noise from marketing campaigns.
- CRM Integration & Analytics: Krisper integrates with the clinic’s existing CRM and database systems. Every call is logged, transcribed, and analyzed. The system automatically saves call data and conversation insights, generating analytics on lead quality, common questions, and call outcomes. The clinic’s team gets dashboards and reports highlighting conversion metrics and areas of patient interest, enabling continuous optimization.
By deploying Krisper, the IVF clinic essentially gained a tireless virtual assistant that could engage thousands of callers simultaneously with consistent quality. The AI agent ensured that every inquiry got an instant response – either answering the question or ensuring follow-up – without adding workload to the human staff. It also maintained a friendly, empathetic tone, giving callers the feeling of a personalized conversation rather than a cold automated menu.
Results and Impact
Implementing the Krisper voice AI led to rapid and remarkable improvements in the clinic’s operations and outcomes. Within the first couple of months, the clinic saw a transformative “before vs after” difference:
- Qualified Lead Conversion: The rate of inquiries converting to qualified prospects jumped from under 3% (before) to approximately 15% in just two months. By efficiently nurturing and qualifying leads, Krisper 5X’ed the conversion rate – meaning the clinic’s marketing efforts yielded far more real patients than before.
- Response Time: Average response time for patient queries dropped to under 1 minute, whereas previously patients might wait hours for a callback or email reply on busy days. Immediate answers meant interested couples stayed engaged rather than drifting to other clinics.
- Staff Efficiency: The automation of routine calls improved operational efficiency by an estimated 40%. Front-desk and call agents could redirect many hours of their week to critical tasks like in-person patient care and complex case discussions. The team was no longer bogged down by answering the same introductory questions over and over.
- Reduced Workload & Attrition: By handling the repetitive queries and initial screening, Krisper dramatically lightened the load on human agents. The clinic’s call center saw attrition fall to <5%, a huge improvement from the high churn before. Remaining staff experienced less stress and burnout, as their work became more focused and rewarding.
- Cost Savings: Automating call handling translated into real savings. The clinic observed about a 30% reduction in administrative overhead costs. Fewer full-time agents were needed to achieve the same (or better) coverage and every staff member’s time was utilized more productively. Essentially, the clinic could scale up its call volume without proportionally increasing payroll.
- Scalability of Interactions: In the first month alone, 3,000+ caller interactions were handled by Krisper. Each of those would have otherwise required a staff member’s time. The AI scaled effortlessly to handle peak times (like post-ad campaign surges or after-hours calls) with no drop in quality, something not feasible with a limited human team.
These metrics underscore a significant return on investment from the pilot deployment. More qualified leads and better efficiency ultimately mean the clinic can schedule more consultations and conversions without hiring an army of new staff. The “always-on” nature of the AI agent also meant that even at 2 AM on a Sunday, a nervous patient’s call about an IVF procedure could be answered instantly, creating a highly responsive service environment.
Enhanced Patient Experience and Empathy
Beyond the numbers, an equally important outcome of the Krisper deployment was the improvement in patient experience and satisfaction. Despite being an automated system, Krisper’s human-like conversational style and consistency actually enhanced the sense of empathy and care that callers felt:
- Higher Satisfaction Scores: The clinic’s average patient satisfaction rating rose from 8 to 4.6 out of 5 within two months of introducing Krisper. Callers frequently gave positive feedback about how quick and helpful the interactions were. They appreciated not having to wait on hold or go through multiple transfers to get basic information.
- Ethical and Respectful Interaction: Krisper was programmed to always ask for consent and confirm the caller’s comfort at the start of each interaction (“I’m an AI assistant, happy to help – is it okay if we continue our chat?”). Patients not only consented, but many found this transparent approach refreshing and even amusing. It set a polite tone and made them feel in control of the conversation.
- Empathetic Tone: Through careful training on conversation scripts and IVF-specific concerns, Krisper was able to respond with appropriate empathy – for instance, acknowledging the sensitivity of fertility issues. Callers noted that the AI “listened” to their questions and gave clear, reassuring answers, rather than just generic responses. This personal touch, delivered consistently, helped build trust.
- Strengthened Loyalty and Trust: Because queries were handled so efficiently and considerately, many patients reported a stronger sense of loyalty towards the clinic. They felt the clinic was technologically advanced and cared about providing immediate support. This goodwill has translated into higher patient retention and even new patient referrals (as satisfied individuals tell friends and family about the positive experience).
In essence, Krisper humanized the clinic’s outreach. It bridged the gap between automation and personal connection, demonstrating that an AI voice agent can both resolve issues quickly and make patients feel heard. The positive reception from users dispelled initial worries about an automated system being too impersonal for healthcare communication.
Future Plans and Next Steps
Encouraged by the pilot’s success, Iksha Labs and the clinic are planning several enhancements to the Krisper deployment:
- Vernacular Language Support: Within the next quarter, Krisper will be upgraded to handle multiple local languages and dialects. Many patients are more comfortable conversing in their native language. Adding vernacular support will make the service more inclusive and expand the clinic’s reach to a broader demographic without language barriers.
- End-to-End Patient Journey Integration: Future updates will integrate Krisper even more deeply into the clinic’s workflow. The AI will not only handle initial inquiries, but also help with appointment scheduling, reminders, and follow-ups after treatments. For example, Krisper could call patients with gentle reminders for their upcoming appointments or post-procedure care instructions. This vertical integration means a patient could go from the first phone call to post-treatment feedback, all with guided assistance from the voice agent at each step.
- Continuous Learning and Improvement: The data and insights gathered from every interaction will be used to continuously refine Krisper’s performance. If new frequently-asked questions emerge (e.g. about a new treatment the clinic offers), those will be added to Krisper’s knowledge base. Iksha Labs also plans to incorporate the latest advances in AI dialogue systems into Krisper, ensuring it remains at the cutting edge of conversational intelligence.
By focusing on these improvements, the clinic aims to solidify a truly 360-degree AI-driven support system: one that not only boosts operational metrics but also enhances patient care from the first inquiry to aftercare. Iksha Labs is working closely with the clinic to roll out these features smoothly and monitor their impact.
Conclusion
The IVF x Krisper collaboration showcases how a well-designed AI voice agent can revolutionize client outreach and service in the healthcare domain. In a short span, Iksha Labs’ Krisper helped this IVF clinic qualify more leads, reduce workload, cut costs, and elevate patient satisfaction – all critical factors for growth in a competitive healthcare market.
What makes this success especially compelling is the balance achieved between efficiency and empathy. The clinic didn’t just automate calls; it improved the quality of engagement with patients. Staff members are happier with less drudgery in their day, and patients are happier with prompt, caring responses. It’s a win-win outcome that underlines the potential of AI voice technology.
For other clinics and healthcare providers facing similar challenges with high inquiry volumes and limited human resources, this case stands as a powerful proof-of-concept. AI voice agents like Krisper can handle the heavy lifting of communication at scale, allowing organizations to focus on what they do best – providing excellent care to those who need it. With ongoing innovations like multilingual support and full journey integration, Iksha Labs is set to help more healthcare institutions replicate this success, driving better outcomes for both businesses and their patients.