Question 1

What does the AI actually do when a patient calls?

Accepted Answer

It answers the phone, has a natural conversation with the patient, and handles their request. That can mean scheduling an appointment, confirming an existing visit, checking insurance, or answering common practice questions. If the call needs your staff, it transfers with full context so the patient never has to repeat themselves.

Question 2

Will patients know they're talking to an AI?

Accepted Answer

The voice is natural and conversational, but we believe in transparency. Patients are informed they're speaking with an AI assistant. In practice, most patients prefer getting helped immediately over being put on hold or sent to voicemail.

Question 3

Which EMRs do you integrate with?

Accepted Answer

We're fully integrated with AdvancedMD today. Appointments book directly into your system with no double entry. Athena and Compulink integrations are in progress. If you use a different EMR, let us know. We're expanding carefully around real practice demand.

Question 4

How many calls can it handle at once?

Accepted Answer

Acuity is built for high-volume environments and is currently supporting 100+ concurrent calls in a multi-location ophthalmology deployment. Every patient gets answered instantly with no hold time, no busy signals, and no voicemail dead ends.

Question 5

What percentage of calls does the AI actually handle?

Accepted Answer

In current deployments, a large share of repetitive patient communication can be handled end-to-end by Acuity without staff involvement. When a human needs to step in, the call is transferred with context rather than leaving the patient stranded.

Question 6

Is patient data safe?

Accepted Answer

Yes. Acuity is built with HIPAA-conscious implementation and uses vendor agreements that prevent patient data from being used for model training. For practices that need stricter deployment requirements, we can discuss additional configuration options.

Question 7

What languages does it support?

Accepted Answer

Over 70 languages. Acuity can detect what language a patient is speaking and respond fluently. It is already supporting full answering and booking in Spanish in a live ophthalmology deployment.

Question 8

How long does setup take?

Accepted Answer

Most practices are live within 4 to 8 weeks. We handle workflow configuration, routing logic, appointment setup, integration work, and go-live support. It is a white-glove implementation, not a self-serve tool drop.

Question 9

Is this built specifically for one specialty?

Accepted Answer

Acuity is built for specialty medical practices, with deep experience in ophthalmology and expanding into specialties like dermatology. It is designed around the way specialty front desks actually operate, including appointment nuance, insurance complexity, multilingual communication, and escalation logic.

Question 10

How is Acuity different from general patient engagement platforms?

Accepted Answer

Acuity is built around specialty practice communication complexity, not just broad messaging features. That means handling high call volume, after-hours demand, specialty insurance workflows, multilingual booking, and front-desk escalation logic inside one patient engagement system.

Question 11

Can Acuity handle complex insurance workflows?

Accepted Answer

Yes. Acuity is designed to support the workflow complexity that comes with specialty insurance, like medical vs. vision in eye care, so patient engagement does not break down where scheduling and coverage questions get more nuanced.

Question 12

Can Acuity support pediatric and multilingual workflows?

Accepted Answer

Yes. Acuity is already supporting pediatric ophthalmology workflows and can fully answer and book in Spanish. The goal is not just translation, but a patient interaction that still feels complete and useful.

Question 13

How is pricing structured?

Accepted Answer

Pricing is structured around implementation, platform value, and usage. Implementation covers onboarding, workflow setup, routing, and integrations. The monthly platform fee reflects software, support, and reporting. Usage covers AI voice, texting, and telephony volume. We scope the right package after reviewing your locations, workflows, and call volume.

Question 14

What is included in implementation?

Accepted Answer

Implementation includes workflow configuration, routing rules, escalation logic, appointment setup, hours, integrations, and go-live support. Standard configuration is part of implementation. Only true one-off engineering work is scoped separately.

Question 15

Can we try it before committing?

Accepted Answer

Yes. Book a demo and we'll run a live call using your practice's rules, appointment types, insurance requirements, and scheduling logic. You'll hear exactly how it sounds and see how it books into your system.

Frequently asked questions

Frequently asked questions