Marina Physio
A four-therapist clinic whose front desk spent the day on the phone. A site, online booking and an assistant trained on their own FAQ.
Client: Marina Physio, a four-therapist physiotherapy clinic. Services: website, online booking, AI assistant, care plan. Timeline: three weeks for the site, two more for the assistant.
The problem
The front desk was spending most of the day on the phone answering the same questions: opening hours, prices, parking, which insurers the clinic takes, whether a referral is needed. Booking was by phone only, so anyone who called outside hours had to call again.
What we built
- A six page site: home, services, team, prices, FAQ, contact. The FAQ page was written first, from the front desk's own list of questions.
- Online booking through Calendly, one link per therapist, embedded on the site.
- An AI assistant trained on the FAQ, the price list and the insurer list, on the website chat first and WhatsApp later. It refuses anything clinical and hands over to the front desk by name.
- A care plan so the clinic has someone to call.
What changed
| Before | After, month two | |
|---|---|---|
| Routine phone calls a day | About 40 | About 12 |
| Bookings made online | None | About a third |
| Front desk time on the phone | Most of the day | Under two hours |
"The AI assistant answers the same twenty questions we used to answer by phone. Our front desk finally gets to breathe." Dr. Leena Pillai, Owner.
What we got wrong
The first version of the assistant was too eager and tried to answer clinical questions. We rewrote its rules so it refuses anything medical and offers to pass the question on. The lesson, which shaped every assistant we have built since: the rules matter more than the model.
Full write-up in the blog: case study: Marina Physio.
Book a call if your business answers the same questions all day.