The Challenge

A clinic was supporting a large group of patients with pre-diabetes or type 2 diabetes. These patients had insurance that covered $100 per month for care, and they were reachable by phone or text. The clinic team regularly contacted them to suggest healthy habits like better eating, more movement, and regular check-ups.

But there was still a big challenge: many of these patients weren’t scheduling their first medical visit.

The care team was doing the right things, but they needed a better way to turn outreach into action, especially as their patient list continued to grow.

What Was Getting in the Way?

• Patients didn’t feel the urgency. Some thought, “I feel fine, maybe I don’t need to go yet.”

• Appointments weren’t happening. Without that first visit, the clinic couldn’t fully support their health.

• Insurance benefits were going unused. Every patient had $100 per month available, but it wasn’t being put to use.

The clinic had the right strategy with consistent communication, but needed help scaling it and making it more effective.

The Solution

To increase the number of patients taking action, the clinic added Puppeteer’s AI assistant to their outreach efforts.

This AI assistant contacted patients by both text message and phone call, remembered their history, and used smart psychology to gently guide them to book a visit. It adapted its tone and language based on each person’s past replies.

Instead of sending reminders and hoping for a response, the AI actively worked to move each person to the next step: scheduling their visit.

Why It Works

• Everything in one thread. The AI keeps a full history of each patient’s replies, both text and voice, in one timeline. That means it always picks up the conversation in the right place.

• Smart nudges. The AI uses proven behavior techniques like highlighting the risks of untreated diabetes, asking questions like “Would you rather book for Wednesday or Friday?” or reminding patients of unused benefits.

• Personalized follow-ups. If a patient didn’t respond before, the AI changes how it talks to them next time. It might be more encouraging, more direct, or more informative based on what that person seems to need.

• Clear next steps. Every message ends with an easy action, like a direct link to book, two time options, or a live transfer to the front desk.
  
  

Why Add an AI Assistant?

• It scales easily. Whether you have 50 or 5,000 patients, the outreach stays consistent and high-quality.

• It remembers everything. Conversations feel personal because they’re based on past replies.

• It drives action. These aren’t just reminders. They’re designed to help people actually follow through.
  
  

Real-Life Examples

Here’s how the AI responded in different situations:

• "I don’t feel sick" → The AI explained how pre-diabetes can progress without symptoms and offered two time slots to book right away.

• "I’m not sure I can afford it" → The AI explained the visit was covered by insurance and said, “Let’s grab a slot so you can use this month’s benefit.”

• No replies in months → The AI changed its tone, acknowledged the silence, offered encouragement, and gave a simple next step to book.
  
  

The Results

• More people scheduled visits. A higher number of patients booked and attended their first medical appointment.

• Healthier habits started. After engaging, many followed through on improving their diet and activity levels.

• Insurance dollars used. More patients used their $100 per month benefit instead of letting it go to waste.

• Patients felt supported. They liked the regular, respectful messages and how easy it was to take action.
  
  

Financial Impact for the Clinic

• First visits equal revenue. Each new appointment was reimbursed, turning unused benefits into real income.

• Follow-up care unlocked. Once the patient came in, the clinic could offer check-ups, labs, or medication management, creating more value and better outcomes.

• Avoiding high-cost issues later. Early care helped patients avoid expensive emergencies, which is especially important under value-based care models.
  
  

Final Takeaway

The clinic was already doing a good job, but adding AI helped them do it faster, better, and at a larger scale.

By combining behavioral science, long-term memory, and smart outreach across SMS and voice, Puppeteer helped turn messages into real outcomes: booked appointments, healthier patients, and more revenue.

Sometimes, all it takes is the right message at the right time. AI makes that possible for every patient, every month.