Client Overview

Swing Care is a groundbreaking practice focused on comprehensively treating fibromyalgia, a chronic pain condition that affects 10 million people in the US. They provide coordinated telemedicine-based care and comprehensive treatment, including evidence-based medication management, behavioral health, virtual physical therapy, and FDA-cleared digital therapies. 

The Challenge

Swing Care needed to:

1. Manage High Volumes of Appointment Reminders – Around 1,000 outbound calls per month (in addition to existing automated SMS and email reminders) to ensure patients attended their appointments.
2. Enable Real-Time Rescheduling – Allow patients to immediately reschedule during reminder calls without delays.
3. Gain Visibility on Outcomes – Access clear metrics on outreach performance.

Puppeteer’s Solution

AI Scheduling Agent

Puppeteer deployed a fully integrated AI agent designed to handle outbound patient communications:

• AI-powered outbound calls to remind patients of upcoming appointments.
• During calls, the AI agent can directly access available time slots to confirm, reschedule, or cancel appointments in real time. While the main goal is to secure appointment confirmations, patients still have the flexibility to adjust or cancel if needed.
• Seamless, secure integration with Swing Care’s electronic medical record for live scheduling and patient record updates.
• Analytics & Insights Dashboard: A comprehensive dashboard provides visibility into key metrics like calls completed, answer rates, and rescheduling success rates. Each interaction is paired with its call transcript and recording, enabling teams to review conversations in detail. On top of that, a layer of custom AI-driven analysis surfaces patterns, highlights patient intents and sentiments, and delivers actionable insights to continuously improve performance.

Integration with Swing Care's Electronic Medical Record

The integration between Puppeteer’s AI agent and Swing Care’s electronic medical record system ensured a smooth, secure automated scheduling process. Puppeteer also connected the agent to the same phone number Swing was already using, so calls displayed their existing Caller ID — a simple detail that significantly boosted the pick-up rate.

How It Works

• 3 days before each appointment is scheduled, Puppeteer automatically connects with the patient via call or SMS.
• Patients are reminded of upcoming visits and asked to confirm.
• If a patient can’t attend, Puppeteer checks real-time availability and reschedules seamlessly — all in the same interaction.

Benefits

• Reminds patients of upcoming appointments, with flexibility to reschedule without additional phone calls or logins
• Removes the burden of manual follow-ups from staff.
• Keeps both patients and care teams updated instantly.
• Boosts attendance with proactive, personalized communication.

Implementation Approach

1. Integration Setup – Connected the AI agent to the electronic medical record for real-time patient and appointment data access.
2. Behavior Configuration – Customized scripts, tone, and escalation paths to match Swing’s workflows.
3. Pilot Launch – Tested with a subset of patients to validate call flows, scheduling accuracy, and dashboard metrics.
4. Full Deployment – Scaled to manage all reminders.

Results & Metrics

In the last reporting period (Nov-Jan), the AI agent’s outreach produced the following results,

• Confirmed: 74.3%  [convert to percentage] 
• Rescheduled: 2,25% [convert to percentage]
• Cancelled: 4,80% [convert to percentage]

Impact Highlights

• Rescheduling happened in real time, without requiring manual callbacks.
• The majority of unsuccessful confirmations were due to unanswered calls or voicemail, providing clear insight for adjusting outreach cadence.
• Staff time spent on manual follow-up calls was reduced significantly, freeing the care team to focus on patient care.