In 30 days the agent confirmed 833 appointments. The front desk confirmed 68.
A high-volume otolaryngology (ENT) clinic in Ontario with four physicians now runs its patient confirmations on Remi, an agent BonEcho built around the clinic’s booking system, its coordinators and its patients. These are its numbers for the 30 days ending September 9, 2026.
Published October 5, 2026
Nearly three thousand touches, and not one made by a person.
2,957 texts and calls went out (2,397 texts, 560 calls). 1,149 patients answered, in 1.2 rounds of outreach and about 30 hours on average.
Method. Every figure is the clinic’s own Remi dashboard for the 30 days ending September 9, 2026, counted when each message went out and each confirmation landed. The hours figure is an estimate at five minutes per confirmation; everything else is counted. The clinic and its staff are not named.
One coordinator, one phone, one list.
A coordinator phoned each patient: dial, leave a voicemail, call back, write it down, then do it all again for everyone who did not pick up. It happened between the patients standing at the desk, so it slipped on exactly the days the schedule was fullest.
With Remi, follow-ups belong to the agent, not the front desk. The agent writes each answer to the schedule and hands back only the exceptions. Across the team, Remi earned 85 to 100% of each coordinator’s confirmations, and every coordinator on the account uses it.
Four steps, and it stops at the first answer.
Subscribe the appointment
The agent owns every follow-up for that visit until the patient answers.
Text first
From the clinic’s own number, so patients know who is asking.
Call anyone who hasn’t replied
The agent makes the call. Nobody at the desk chases.
Stop at the first answer
The answer is written to the schedule. Only the exceptions reach staff.
Where the confirmations came from.
Text does the heavy lifting: four in ten texts get a reply, and three of every four replies are a confirmation. Calls pick up the patients who don’t text back.
| Channel | Sent | Patient responded | Confirmed | Declined | Confirmed per 100 sent |
|---|---|---|---|---|---|
| Text | 2,397 | 964 (40%) | 716 | 71 | 30 |
| Call | 560 | 185 (33%) | 117 | 31 | 21 |
| By hand | · | · | 68 | 16 | · |
| All channels | 2,957 | 1,149 (39%) | 901 | 118 | · |
68 confirmations were made by hand. On purpose.
The front desk confirmed 68 appointments itself and handled every patient question. Remi speaks only about the schedule; anything clinical, any reschedule request and any patient who stays unreachable close to the visit goes to a coordinator with every attempt in front of them.
It is not finished work either. In September, 345 visits sent to Remi got no reply, and 150 visits were never sent to Remi at all. Sending every visit through the agent is the clinic’s next easy gain.
Time back, estimated. At five minutes of coordinator time per confirmation, the 833 agent confirmations are worth about 70 hours a month. That figure is an estimate; everything else on this page is counted.
September, five physicians, twice the visits. 90% of confirmations.
The clinic’s September report covers visits dated September 1 to 30, 2026: 3,982 texts, 1,108 emails and 739 calls to 2,181 patients. The median patient replied in 23 minutes; 63% answered within an hour, 86% within a day.
Same clinic, same agent, counted the same way. 90% of cancellations came at least a day ahead and 83% at least two days ahead, early enough to rebook.
A custom installation, not an app off the shelf.
Wired into the clinic’s booking system
Remi reads the schedule and writes each confirmation back, so nothing is re-keyed.
Scripts written for ENT bookings
Wording, timing and escalation rules built around how the clinic books and what its patients need to hear.
Coordinators onboarded by BonEcho
Each coordinator’s account is set up and trained by BonEcho, with support after go-live.
The clinic’s own number
Texts and calls come from a number the clinic owns, so patients recognise who is asking.
A short scoping call to map your booking system and front desk.
BonEcho builds the installation, connects it to your booking system, writes the scripts with you, sets up the number, trains your coordinators and goes live.
Bring your schedule. We will show you the confirmations Remi would take.
Thirty minutes with a founder. Tell us your booking system and how your front desk confirms today, and leave knowing what would change.
- You walk us through the process and the system behind it.
- We tell you plainly whether an agent is the right fix.
- If it is, we outline what we would build and what it would take from your team.