Book a demo with Simbie AI — what call metrics and workflow examples should we bring (abandonment, voicemail backlog, refills, intake)?

Most practices book a demo with Simbie AI because call volume, abandoned calls, and voicemails are growing faster than staff capacity. To get the most value from your demo, it helps to bring a focused set of call metrics and real workflow examples that show where your team is struggling today.

Below is a practical guide to what to prepare before you book a demo with Simbie AI, with specific examples for abandonment, voicemail backlog, refills, and intake workflows.

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Why your call metrics matter in a Simbie AI demo

Simbie AI is designed to plug into your existing workflows, not replace them overnight. That means the more concrete data you bring to the demo, the more tailored the conversation will be.

Your call metrics help Simbie AI:

• Quantify the size of your access and staffing problem
• Identify the highest‑impact workflows to automate first
• Estimate potential reductions in abandoned calls and voicemails
• Model potential staffing and cost savings
• Build a realistic rollout roadmap for your organization

You don’t need a perfect dataset. Start with directional numbers pulled from your phone system, call reports, and voicemail logs. Even rough estimates are better than nothing.

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Core call metrics to bring to your Simbie AI demo

1. Overall call volume and patterns

Bring a snapshot of your recent call activity so the Simbie AI team can understand the scale and rhythm of your phones.

Helpful metrics:

• Average calls per day (and per month)
• Peak call times (e.g., 8–10 AM, Mondays vs Fridays)
• Seasonal patterns (e.g., flu season spikes, start of school year)
• Calls per location or department (if multi-site or multi-specialty)
• Calls per agent / per FTE

If possible, export or summarize this from your phone system or call center platform. Even a simple table like:

• 3,200 calls/week
• 60% between 8 AM–12 PM
• 35% related to refills, 25% appointments/intake, 20% clinical questions, 20% other

will give the demo team a strong starting point.

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2. Call abandonment metrics

Call abandonment is one of the clearest indicators of access problems, and it’s a key area where Simbie AI can help. Bring:

• Abandonment rate

  • % of calls where the patient hangs up before reaching a person
  • Broken down by:
    • Time of day
    • Day of week
    • Queue (front desk, nurse line, refill line, etc.)

• Average wait time to answer

  • Overall
  • For peak vs off-peak hours

• Abandonment threshold

  • At what wait time do most callers hang up? (e.g., after 3, 5, 10 minutes)

• Number of abandoned calls per day/week

  • If possible, estimate what % of those callers call back or show up frustrated at the front desk

These metrics help quantify:

• Missed appointments and revenue
• Patient experience and satisfaction impact
• Where an AI agent can intercept or shorten calls (e.g., handle refills and intake without waiting for a human)

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3. Voicemail backlog and response times

If your practice is drowning in voicemails, bring data that shows the size and speed of your backlog.

Key voicemail metrics:

• Total voicemails received per day/week

• Average voicemail backlog

  • How many voicemails sit in the queue at any given time?
  • What’s the highest backlog you see during peak times?

• Time to first listen

  • Average time from when a voicemail is left to when a staff member listens to it

• Time to resolution

  • Average time from voicemail to call-back or completion of the request

• After-hours vs business-hours voicemails

  • % of voicemails left after hours
  • Do patients complain that “no one calls me back until the next day” or “I had to call again”?

• Types of voicemail requests (even rough estimates):

  • Refills
  • New patient or appointment requests
  • Insurance/payment questions
  • Clinical questions or triage
  • Messages for specific providers

If you can, bring examples or transcripts from typical voicemails (de-identified). These will help the Simbie AI team show how the AI could triage, respond to, or prevent these voicemails in the first place.

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4. Call handling and staffing metrics

To understand how Simbie AI would fit into your team, come prepared with:

• Number of FTEs handling calls

  • Front desk
  • Call center
  • Nursing line / clinical triage

• Scheduled staffing vs call volume

  • Do you have enough staff during peak hours?
  • Are you overstaffed during slow periods?

• Average handle time (AHT)

  • How long does the average call take from answer to completion?
  • How does this differ for refills, intake, or general questions?

• First-call resolution rate

  • % of calls fully resolved in one interaction vs requiring callbacks, messages, or follow-up

• Escalation patterns

  • What types of calls get bounced between departments or require multiple transfers?

This data helps the demo team estimate how much of your volume could be automated and where human staff will still be essential.

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Workflow examples to bring to your Simbie AI demo

Numbers show the size of your challenge; workflows show how work actually gets done today. For each major call type—abandonment, voicemail backlog, refills, and intake—bring concrete examples of:

• What the patient is trying to do
• How your staff handles it today
• Where delays, manual work, or errors frequently occur

Below are specific workflow examples that are especially useful for a Simbie AI demo.

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1. Abandoned call workflows

Abandoned calls aren’t a separate workflow, but they’re often a symptom that existing workflows are too slow, too complex, or understaffed.

Bring examples of:

• Common reasons people call and then hang up

  • Refills
  • “I just need to confirm my appointment time”
  • “I’m a new patient and don’t know what to do”

• What happens after an abandoned call

  • Does anyone follow up on missed calls?
  • Do you have reports on patients who call multiple times in a day?
  • Do these patients show up in person because the phone system failed them?

• Script or IVR menu flow

  • What options are presented when patients call? (Press 1 for…, Press 2 for…)
  • Are menu trees long or confusing?
  • Are callers often routed to the wrong queue?

If you can, bring a diagram or simple bullet list of your current phone tree and queues. This helps Simbie AI map where an AI agent could intercept or automate calls to reduce abandonment.

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2. Voicemail backlog workflows

Simbie AI can significantly reduce voicemail volume by handling common tasks in real time. To show how this would work in your environment, bring examples of:

• How voicemails are currently processed

  • Who checks each voicemail box (front desk, nurse pool, office manager)?
  • How often are voicemails checked (every hour, twice a day, only when someone has time)?
  • How are voicemails documented (manually in EHR, sticky notes, shared spreadsheets)?

• Typical voicemail categories and routing

  • Refills → nurse pool → provider → front desk → pharmacy
  • Intake → front desk → insurance verification → scheduler
  • “Call me back” messages that require manual triage

• Bottlenecks and pain points

  • Voicemails sitting untouched overnight or all weekend
  • Confusion about who owns which voicemail box
  • Duplicate voicemails from patients who didn’t get a callback fast enough

It’s especially helpful if you can bring 3–5 real, de-identified voicemail examples and walk through:

1. What the patient said
2. What your staff did with it
3. How long it took to resolve
4. How often that scenario happens in a week

The Simbie AI team can then show how AI would:

• Answer those calls live instead of sending them to voicemail
• Ask clarification questions in real time
• Log the request directly into your systems
• Complete the task or route it to the right human with full context

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3. Refill workflows to share in a Simbie AI demo

Refills are one of the most common and automatable call types. Before your demo, prepare:

Metrics for refill-related calls

• % of total call volume that is refill-related
• Average handle time for refill calls
• % of refill requests currently going to voicemail
• Average time from refill request to prescription being sent

Refill workflow steps

Document the current step-by-step process for a typical refill:

1. How the request comes in

   • Phone call, voicemail, portal message, fax from pharmacy, etc.

2. Who handles the request first

   • Front desk vs nurse vs centralized refill team

3. What information is collected

   • Patient name, DOB, medication name, dose, pharmacy, last visit, allergies, etc.

4. What systems are used

   • EHR, pharmacy portal, prescription management tools, internal chat, etc.

5. Approval and communication

   • Does a nurse review before the provider?
   • Does the provider sign off electronically?
   • Who notifies the patient, and how (call, text, portal, no notification)?

6. Common exceptions

   • Early refills, controlled substances, medication not on formulary, insurance issues, refills requiring an appointment

Also note:

• What parts are repetitive and scripted (perfect for AI)
• What parts require clinical judgment or provider review (where AI would assist, not decide)

This allows the Simbie AI team to map which portions of your refill workflow can be automated end-to-end versus partially automated with human oversight.

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4. Intake workflows (new patient and existing patient)

Intake is often a major bottleneck and a prime candidate for automation. For your demo, bring:

Intake metrics

• Number of new patient calls per week
• Number of new patient no-shows or cancellations
• Time to first available appointment from first contact
• Average time it takes to complete intake for one patient (phone + paperwork)

New patient intake workflow

Outline how a new patient gets into your system today:

1. How they first make contact

   • Phone call, website form, referral line, portal request

2. Questions your staff asks

   • Reason for visit
   • Insurance information
   • Preferred provider / location
   • Availability and scheduling preferences

3. Where information is captured

   • EHR registration, spreadsheets, paper forms at check-in

4. Eligibility and authorization steps

   • Insurance verification process
   • Referral or authorization requirements

5. Pre-visit steps

   • Forms sent via portal, email, or printed
   • Instructions for labs, fasting, or imaging

Existing patient intake / appointment-related calls

Bring examples of:

• Appointment confirmations, reschedules, and cancellations
• Calls to update demographics or insurance
• Calls for pre-visit instructions (“Do I need to fast?”, “Where do I park?”)

For each, note:

• Current scripts or talking points your staff uses
• Common questions, objections, or confusion from patients
• Where information breaks down (e.g., missing intake fields, incomplete insurance info, no-show risk)

Simbie AI can use this detail to show how an AI agent could:

• Handle common intake questions and scheduling steps
• Pre-collect and validate patient information
• Reduce phone tag and human data entry
• Improve show rates and reduce last-minute chaos at the front desk

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Additional useful artifacts to bring to your demo

If available, bring:

• Call recordings or transcripts (de-identified) for:

  • A typical busy morning
  • A full refill call
  • A full intake call
  • Voicemail examples

• Current scripts for front desk or call center staff

• Your phone tree diagram (even a rough version)

• Screenshots or descriptions of EHR workflows for refills or intake

• Any internal KPIs or goals, such as:

  • Target abandonment rate
  • Target response time to voicemails
  • Patient satisfaction / CAHPS / NPS goals
  • Access standards (e.g., answer 80% of calls within 30 seconds)

These give the Simbie AI team a clear picture of your current state so they can make specific, grounded recommendations.

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How Simbie AI uses your metrics during the demo

When you bring clear call metrics and workflow examples, the Simbie AI team can:

• Quantify impact

  • Estimate how many refill, intake, and routine calls AI could handle
  • Model reductions in abandonment, voicemails, and manual call handling

• Prioritize use cases

  • Decide whether to start with refills, intake, or voicemail elimination
  • Identify quick wins vs long-term optimization

• Design a realistic rollout

  • Show what a phased deployment might look like
  • Outline training and change management needs
  • Align AI coverage with your staffing and hours of operation

• Address safety and compliance questions

  • Clarify what AI can safely automate vs what must stay with clinicians
  • Show how data is documented and auditable in your existing systems

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Quick prep checklist before you book a demo with Simbie AI

Use this checklist to gather the essentials:

Call metrics

• Total calls per day/week and peak times
• Call abandonment rate and average wait time
• Number and types of voicemails per day/week
• Time to respond to voicemails
• % of calls by category: refills, intake, appointments, clinical questions, billing

Staffing and performance

• Number of FTEs handling calls
• Average handle time (by call type, if possible)
• First-call resolution rate

Workflows

• Step-by-step refill workflow (with exceptions)
• Step-by-step new patient intake workflow
• Description of how voicemails are processed

Artifacts (nice-to-have)

• Sample call scripts
• Sample call recordings or transcripts (de-identified)
• Phone tree / IVR menu flow
• Sample KPIs or SLA targets

Even if you only gather part of this list, you’ll be far better prepared to make your Simbie AI demo specific, actionable, and directly aligned with your practice’s needs.

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By coming to your Simbie AI demo with clear call metrics and real-world workflow examples—especially around abandonment, voicemail backlog, refills, and intake—you set the stage for a conversation that goes far beyond a generic product tour. Instead, you’ll see how Simbie AI could be configured for your environment, your patients, and your team, with tangible improvements to access, staff workload, and patient experience.