Can AI answer the phones for a urology practice?

The calls urology groups take all day

Urology scheduling runs on rules your schedulers carry in their heads, like which procedures need imaging beforehand or how long a cystoscopy slot runs. You write those rules into the agent once, and it applies them on every call. These are examples of what teams build in.

In-office procedures with the right slot length

A caller who says "my urologist wants me to have a cystoscopy next week" needs a provider who does the procedure and a slot long enough for it. The agent asks the questions your rules require, books the visit type your schedulers would choose and texts the details once the call ends.

Surgery routed to the right facility

Your rules decide which cases go to the surgery center and which to the hospital. The agent applies them on the call and sends anything outside them to your surgical scheduler with the details attached.

PSA and other recall visits

Your team decides who is due back and when, including PSA follow-ups. The agent calls or texts each patient on that list, offers open slots and books the visit on the same call. It does not read clinical notes, so the list comes from your EHR's recall report or from your team.

Kidney stone follow-ups

Stone patients come back for imaging and a follow-up visit on the schedule your physicians set. The agent books both, in the order your protocol names, where your system allows. When a caller says "the pain's back and it's worse than last time," it transfers them to your clinical team at once.

Booked inside the EHR you already run

For our ModMed integration, we chose to book in real time, so the visit is on your calendar before the patient hangs up. If your group runs ModMed, the agent finds the patient, checks live slots and creates the appointment over FHIR R4 during the call. PolyAI also connects to Epic through SMART on FHIR and to athenahealth. Patient data runs under HIPAA Security Rule controls examined within our SOC 2+ report, and a business associate agreement (BAA) is available for eligible healthcare deployments.

What a hearing care network sees

Audibel runs more than 400 hearing care clinics across the US and takes about 2,000 calls a day. Its PolyAI agent collects each caller's details and passes them to the care team with context, and Audibel's appointment volume rose 2% year over year while the wider hearing aid market fell 5%. "A two-percent lift might sound small, but in our business it means thousands more people getting the help they need," says Dan Weinberger, its Director of Global Marketing.

Where your team stays in charge

The agent does not diagnose or give medical advice. Symptoms your physicians flag, questions about results and requests for an exception go to the right person, along with what the agent has already learned. Wren, which works inside Dialog Studio (formerly Agent Studio), reviews live calls and drafts fixes for bookings that went wrong, and a person on your team approves every change.