The Future of Clinic Operations With AI!

Welcome back to MSK Momentum, your go-to source for cutting-edge developments in musculoskeletal healthcare. As we dive into this edition, we’re turning our attention to a game-changing innovation that’s set to revolutionise clinic management: AI-powered receptionists.

I recently had the pleasure of sitting down with Kumar Grant, the visionary co-founder of Verbalise AI. Kumar's journey from senior measurement and data-driven marketing consultant to healthcare AI pioneer is as fascinating as the technology his company is developing. Together, we explored the ins and outs of their groundbreaking product, Ivy, an AI receptionist poised to transform private healthcare clinics across the UK.

So grab a cup of coffee and get ready to peek into the future of healthcare admin. Trust me, you won’t want to miss what Kumar has to say about the intersection of AI and clinic management. Let’s dive in!

The Birth of Verbalise AI

Q: Kumar, tell us a bit about your background and how this led to the creation of Verbalise AI.

Kumar: Sure! My background is in digital marketing—specifically CRO and data-driven decision-making. For years, I helped businesses understand their audiences and refine their services. But as AI started reshaping industries, I knew I had to get involved.

Around three years ago, I teamed up with my longtime friend Ben Langham, an engineer and Lean management specialist. We saw AI’s potential to transform operations and we jumped in with both feet.

The real ‘aha’ moment came when I began discussing AI voice technology with Rachel Green, the parent of my son’s classmate. It turned out that Rachel Green was not only a fantastic podiatrist and practice owner but she was also a savvy businesswoman with a passion for progress. Excitedly we explored how AI could help MSK and allied health practices and quickly realised there was a huge gap.

That’s how Verbalise AI was born, with a clear mission: to build AI tools designed, tested, and trusted by clinic owners themselves.

What Makes Verbalise AI Unique?

Q: There are lots of AI companies out there. What makes Verbalise AI different?

Kumar: The AI space is crowded and the barrier to entry is low, meaning we’re seeing a lot of enthusiastic developers creating AI solutions from their bedrooms. But not all AI is created equal.

What makes us different is that we’re building alongside practice owners and clinicians. Rachel, as a co-founder and practice owner, gives us real-time insights into what a clinic actually needs. It’s not just about making a chatbot; it’s about designing a solution that genuinely improves clinic operations and enhances the patient experience.

Plus, we focus heavily on User Experience (UX) and Conversion Rate Optimisation (CRO). The ‘feel’ of interacting with AI is crucial, especially in healthcare, where patients may already be sceptical. Our AI isn’t just functional, it’s designed to make the experience as natural, enjoyable, and human-like as possible.

Meet Ivy: The AI Receptionist Changing Clinic Operations

Q: Let’s talk about Ivy, your AI receptionist. What problems is she solving for clinics?

Kumar: Clinics face some big challenges when it comes to patient communication. One of the biggest? Missed calls.

Our research found that up to 45% of calls go unanswered in clinics. That’s lost revenue, frustrated patients, and unnecessary stress for receptionists. On top of that, 57% of callers abandon voicemail, meaning they don’t even leave a message. That’s a problem.

With Ivy, clinics can have a receptionist that never misses a call. She can answer, book, reschedule and provide key information like pricing and location 24/7. She’s the ultimate solution for both small independent practitioners and large multi-clinician clinics.

And it’s not just about answering calls, it’s about freeing up human receptionists. Instead of being bogged down with admin, they can focus on higher-value interactions that improve the patient experience.

The Fear Factor: Will AI Receptionists Replace Human Jobs?

Q: A lot of people fear that AI is taking jobs. What do you say to that?