The AI that helps you always give a response to your patients

The AI handles the inbound calls you choose: you set the rules on your switchboard, and Virtual Reception only answers the calls passed to it.

The most common scenarios, often switched on one after another:

• after hours, so evenings, nights, weekends and public holidays no longer go unanswered;
• overflow, when every operator is already on the phone;
• peak times, such as early mornings or Mondays, when the lines are saturated;
• 24/7 first point of contact, after the run-in period: the assistant answers first and passes operators only what really needs a person.

What the assistant says and how it books is described on the Virtual Reception page.

With a VoIP switchboard, Virtual Reception connects through a SIP trunk: a dedicated extension is created for the assistant and calls are passed to it according to the rules your facility decides.

This setup is already in use with widespread cloud switchboards such as 3CX. For transfers to operators a second "twin" extension is configured: if the call went back to the original extension it would land on the assistant again, in a loop. The configuration is done together with whoever manages your switchboard, with testing before going live.

You can start without VoIP too: with an analog switchboard, a dedicated number and call forwarding are enough, so when nobody picks up the phone forwards the call to Virtual Reception.

• Closed proprietary switchboard: there are three routes, namely moving to a VoIP provider, adopting a cloud switchboard or starting with call forwarding to test the service.
• Mobile phones with a SIM only: forwarding to the assistant is switched on and off by hand, because there are no time-based rules as on a switchboard.

If you don't have VoIP, we can put you in touch with Run2AI partners for a no-obligation quote.

The number of simultaneous calls Virtual Reception can handle depends on your switchboard lines: with 12 lines, the assistant holds 12 conversations at once.

On Run2AI's side there is no practical cap, so the bottleneck is no longer how many operators are free but the capacity of your phone lines. That is why the assistant copes with the Monday-morning peak without you staffing up for it; if the lines are not enough, you can review with your telephony provider whether to add more.

During opening hours Virtual Reception transfers the call to an operator through the twin extension set up on the switchboard, when the patient asks for a person or the request needs human help.

If the patient asks for someone by name or for an office, such as administration or billing, the assistant routes the call to the right extension while respecting each person's hours: outside those hours it logs a callback request instead of letting the phone ring out. Routing to people or teams is part of the Pro plan.

When the facility is closed, Virtual Reception still answers: it gives information, books if the management system is integrated and, when a person is needed, logs a callback request.

The next morning reception finds the name, number and a summary of each request in the panel. Requests work like a small ticketing system: yellow for those to handle, green for those already called back, with a record of who called back and when. With a cloud switchboard you call the patient back straight from the panel.

Yes: Virtual Reception works every day with very elderly patients and with callers from different regions, from Veneto to Sicily and Sardinia, and it handles local accents well.

Patients speak as they would to a person: no "press 1", they can interrupt and change topic, and the voice speed is set to be clear even for the oldest callers. In our experience you can count on 95–98% of calls; in the 1–2% of difficult calls, which would be hard for an operator too, the assistant notices that the conversation is not progressing and passes it to a person.

If signs of an emergency come up during the call, Virtual Reception does not go ahead with a routine booking: it advises calling the emergency services (118 in Italy) or going to the emergency department.

Where the facility has set it up, it can also trigger an alert or transfer the call to an operator immediately. The assistant never discusses symptoms and gives no clinical advice; just like an operator, it can only recognize the emergency the patient actually describes.

Call audio recordings are kept only for technical checks, for 7 days at most, and only the authorized technical lead can listen to them.

The assistant always introduces itself as a virtual assistant and refers to the facility's privacy notice. Transcripts and data stay on Google Cloud Platform in Europe, encrypted at rest, and are deleted automatically after the retention period your facility chooses; no model is trained on the conversations. Run2AI signs the data processor appointment. Further questions on privacy and activation are answered in the Virtual Reception FAQ.