Deploying a 24/7 conversational AI voice agent to automate appointment booking across a nationwide network of 27 prenatal wellness studios — bilingual, branch-aware, and always on.
Founded in 2015, our client is a specialized prenatal wellness studio offering elective keepsake ultrasounds, gender determination, DNA testing, and prenatal massage. What began as two locations in South Florida has grown into a nationwide network of over 27 branches across the United States, serving thousands of expecting families each year.
Their services exist at the intersection of healthcare, wellness, and deeply personal experience — a context that demands both operational precision and genuine warmth at every customer touchpoint.
With 27+ locations each receiving inbound calls for bookings, inquiries, and appointment management, the front-desk team was overwhelmed — especially during peak hours and outside business hours.
Unanswered calls and long wait times directly translated to missed bookings. Callers seeking to schedule their first ultrasound — an emotionally significant moment — were being lost to silence.
Each branch operates its own service menu, pricing tiers, and availability windows. No two locations are identical — making a standardized human script impossible to maintain.
A significant portion of the clientele is Spanish-speaking. The agent needed to serve both languages fluently, without redirection or compromise in service quality.
Every caller is an expecting mother or family member. Tone, pacing, and empathy had to match the warmth of the brand — not feel robotic or transactional.
We needed something that could book appointments at 2am, speak to a nervous first-time mom with warmth, and know the difference between a Miami service menu and a Denver one — all at once.
— CEO · Prenatal Wellness NetworkCCG designed and deployed a conversational AI voice agent built on Retell AI, integrated with Mindbody for scheduling and n8n for intelligent automation — available 24/7 across all 27 locations.
Answers immediately on any of the 27 branch numbers via SIP trunk routing through Retell AI.
Identifies the caller's branch and determines intent: new booking, appointment management, or general inquiry.
Mindbody client records queried via n8n to surface existing appointments and Come Back For Free eligibility.
Guides the caller through services, pregnancy-week-based recommendations, and add-ons — then confirms a time slot in real time.
Complex cases escalated via warm transfer. If staff unavailable, a support ticket is auto-created and the caller notified.
Every call tagged, summarized, and stored. Dashboards surface insights to operations and quality teams.
Conversational flow engine powering voice interactions across all branches.
API orchestration connecting Retell, Mindbody, HeyMarket, and Supabase.
Real-time slot availability, client records, and appointment creation.
27 branch numbers with warm-transfer caller ID passthrough support.
Backend data layer for call logs, webhook payloads, and analytics.
SMS platform for outbound confirmations and follow-up communications.
Identifies the right service based on gestational age, recommends add-ons, checks live availability, and confirms the booking — all in a single call.
Existing appointments retrieved from Mindbody, presented to the caller, and updated or cancelled in real time — no staff involvement required.
Automatically detects CBFF eligibility for returning clients and proactively offers the complimentary visit — a high-value retention touchpoint.
Service descriptions, pricing, hours, directions, and walk-in policies — answered accurately from a location-aware knowledge base.
Seamlessly handles English and Spanish callers, delivering a consistent and warm experience in the caller's preferred language.
When a caller needs a person, performs a warm transfer — pre-briefing staff with a call summary before handing off gracefully.
The agent transformed inbound call handling from a staffing bottleneck into a scalable, consistent, empathetic experience — operating around the clock across every branch.