Peak at once
11
Patients on the phone with the agent at once, on September 29.
Busy days
56 of 80
Days with three or more patients on the phone at once.
Booked
1,472
Appointments confirmed by AdvancedMD with an appointment ID.
Calls answered
16,328
Patient calls answered by the agent, about 204 a day.
Two people, eleven callers
On September 29, 2026, Acuity Health’s voice agent was on the phone with 11 Abita Eye Group patients at the same moment. Each caller had a separate conversation with the agent.
Before Acuity Health, Abita Eye Group’s phones were covered by a two-person outsourced call center. Each person can answer one call at a time, and calls don’t arrive evenly through the day. Abita Eye Group came to Acuity Health because patient calls were being dropped.
September 29 was not a one-off. Between August 9 and October 27, three or more patients were on the phone with the agent at the same moment on 56 of 80 days. A two-person team could not have taken all of those calls at once.
The agent also takes calls at night and on weekends. More than 1,000 calls and 73 booked appointments came in outside 8 a.m. to 5 p.m. Eastern, Monday through Friday. Across the 80 days, patients spent about 717 hours on the phone with the agent, with an average call of about 2.6 minutes.
Abita Eye Group retired its outsourced call center once the agent took over its patient calls.
Patients on the phone and in the office
“Their AI appointment system is excellent; the best one I’ve experienced so far!”
Abita Eye Group patient, 5-star Google review
The same patient praised the friendly front desk and a well-organized office on a busy day.
The agent is built to hand calls to people. About two of every three completed calls (10,758 of 16,283) ended without a transfer to staff. About one in three (5,296) were transferred to Abita Eye Group’s team. When a call needs a staff member, the agent transfers it or creates a follow-up task, and managers see both in the Acuity Health portal.
Books in AdvancedMD with Abita Eye Group’s own rules
Acuity Health is an AdvancedMD marketplace partner. The agent schedules directly in Abita Eye Group’s AdvancedMD schedule by provider, location, appointment type, insurance and specialty, and books the appointment while the patient is on the phone.
Acuity Health worked with Abita Eye Group’s team to build the practice’s own scheduling rules into the agent:
- Which doctors take which insurance plans
- Which doctors see pediatric patients
- When and where a provider can be double-booked
Take a parent who calls at 9 p.m. about a child’s eyes. The agent applies Abita Eye Group’s rules and offers a doctor who sees children and takes the family’s plan, in an opening AdvancedMD shows as available.
Each of the 1,472 appointments the agent booked came back from AdvancedMD with an appointment ID, so the practice can check every booking in its own system.
See and change your AI staff live
Abita Eye Group’s managers run the agent from the Acuity Health portal.
- Live view. Managers see transfers, follow-up tasks and call volume as calls happen.
- Same-day edits. When office information changes, a manager updates it in the portal and the agent uses it right away.
- Tested fixes. Managers can flag a call in the portal. Acuity Health finds the cause, fixes it and tests the fix against past calls.
“I can see what the agent is doing and change it the same day. It’s the first AI I manage like part of my team.”
Jason Palazzi, Director of Operations, Abita Eye Group
Questions to ask any AI partner
Bring these questions to any AI partner you evaluate. Here is how Acuity Health answers them at Abita Eye Group.
- Does every booking land in your practice management system with proof? 1,472 appointments, each confirmed by AdvancedMD with an appointment ID.
- What happens at your busiest moment? 11 patients on the phone with the agent at once on September 29, 2026, and three or more at once on 56 of 80 days.
- Does it follow your real scheduling rules? It books by provider, location, appointment type, insurance and specialty, plus Abita Eye Group’s rules for insurance by doctor, pediatric providers and double-booking.
- When does it hand off, and can you see it? 5,296 calls were transferred to staff, and managers see transfers and follow-up tasks live in the portal.
- Can your managers change it themselves? Office information updates made in the portal apply right away.
- How do problems get fixed? Managers flag a call, and Acuity Health fixes the cause and tests the fix against past calls.
- Where do the numbers come from? The Acuity Health portal database, August 9 to October 27, 2026. A booking counts only when AdvancedMD returned an appointment ID. The transfer split is out of 16,283 completed calls. After hours means outside 8 a.m. to 5 p.m. Eastern, Monday through Friday.
Where to start
Acuity Health is an applied AI company that partners with medical enterprises to put AI agents to work in their operations. We connect to your systems, build your rules in with your team, and keep improving the agent with you after launch. Abita Eye Group started with patient calls on AdvancedMD. Talk to Acuity Health about where AI agents can take on work in your organization.