Conversational AI for
Meridian
Meridian Health
Meridian Health's front desk was losing hours a day to appointment calls. We built chat and voice agents that handle booking, rescheduling and routine questions across web, phone and WhatsApp, with clinical escalation designed in from the start.
CLIENT
Meridian Health
Services
Discovery
Engineering
UI/UX & Design Systems
Marketing
Strategy
Rollout
Motion
Industry
Healthcare & Patient Services
In short
We designed and shipped a set of patient-facing agents for Meridian Health across web chat, phone and WhatsApp.
The brief was to take routine scheduling load off the front desk without ever trapping a patient in a loop with a bot when they needed a person. The agents now handle around 60% of inbound contacts end to end , and satisfaction on handled contacts came in slightly above the human baseline. Escalation paths were designed with their nursing leads before a line of code was written.
Design system
Design, scoped narrowly, escalates early
To make the agents genuinely safe we deliberately kept their remit narrow: scheduling, reminders, directions and routine admin. Anything clinical hands off immediately. The result is a system patients trust, because it is honest about what it can and cannot do.
Natural, and never stuck
Voice and chat that people finish rather than abandon
By tuning turn-taking, interruption handling and latency, the voice agent holds a conversation that patients of every age can actually complete . A hard rule (two failed turns and you get a human) removed the biggest complaint about their previous phone system, and abandonment dropped sharply.
Evaluation
Continuous evaluation, because quality drifts
Every conversation is scored against a rubric the clinic signed off, and a sample is reviewed weekly. The evaluation harness runs on real transcriptsbefore any prompt or model change ships, so regressions are caught in staging rather than by patients. That harness is now part of how the clinic operates week to week.
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