The Challenge

A clinic had a large panel of patients flagged as pre-diabetic or diagnosed with type 2 diabetes. These patients were reachable, covered by insurance (each with $100/month), and at high risk if untreated. The clinic team consistently reached out through calls and texts, encouraging behavior changes like better nutrition, increased physical activity, and check-ups.

But even with consistent outreach, many patients didn’t book their first medical appointment.

Main Roadblocks

• Hesitation: Patients delayed care, unsure if it was urgent or necessary.

• Low conversion: First visits were rare, limiting clinical impact and leaving insurance dollars unused.

• Untapped insurance benefits: $100/month in available coverage was going to waste simply because patients hadn’t taken that first step.

A clinic called and messaged its pre‑diabetic and type 2 diabetes patients every month, urging better diet, exercise, and regular check‑ups. Still, many never booked their first medical visit.

The Solution

To close the gap between outreach and action, the clinic implemented Puppeteer’s AI assistant. The AI was designed not only to reach out—but to guide each patient to book their first visit. It combined SMS and phone calls, kept long-term memory across channels, and used behavioral science to craft effective nudges tailored to each person.

The clinic installed Puppeteer’s AI platform: one engine that texts and calls patients, records every reply, and uses behavioral science to nudge them into booking.

What Makes It Work

• One conversation thread: SMS and call notes live in the same timeline, so the AI always knows the patient’s history.

  
  

• Behavior nudges: Messages mention long‑term risks of untreated diabetes (blindness, nerve pain, heart trouble) and use proven tactics like loss framing and “pick a time” prompts.

  
  

• Tailored scripts: Each monthly touchpoint adjusts tone, level of detail, and urgency to the patient’s past responses.

  
  

• Clear next step: Every message ends with an easy way to book: a link, two time options, or a direct transfer.

Why Use AI?

• Scales perfectly: Same high‑quality outreach whether you have 50 or 5 000 patients.

  
  

• Never forgets: Long‑term memory makes each interaction feel personal.

  
  

• Moves people to act: Behavioral nudges lift booking rates versus generic reminders.

Real-World Examples

Here are a few typical situations where Puppeteer’s AI proved effective:

• Lifestyle worry: When a patient hesitated due to lack of symptoms, the AI explained how untreated pre-diabetes can silently progress to nerve damage, then immediately offered two booking time options.

  
  

• Money concerns: If cost was raised, the AI highlighted that the patient’s insurance benefit could fully cover the visit, followed by: “Let’s secure a slot so you can take advantage of this month’s coverage.”

  
  

• Low motivation: After little response to earlier outreach, the AI adapted tone in the next call—starting with encouragement, celebrating past efforts, and then making the booking step easy.

Results

• More first visits: A significantly higher share of patients booked and attended their first medical appointment.

  
  

• Better habits: AI-facilitated interactions led patients to follow through on diet and exercise changes.

  
  

• Insurance used: Patients took advantage of their $100/month coverage to fund the appointment.

  
  

• Higher satisfaction: Patients valued the consistent, respectful, and personalized follow-ups.

  
  

• More first visits: A higher share of patients booked and attended their initial medical appointment.

  
  

• Better habits: Patients reported improved diet and exercise.

  
  

• Insurance used: Coverage funds offset visit costs for more people.

  
  

• Higher satisfaction: Patients liked the steady, supportive follow‑ups.

Revenue Impact

• Immediate billable visit: Every first appointment is reimbursable, turning the patient’s unused $100/month benefit into revenue the clinic would otherwise miss.

  
  

• Follow‑on care unlocked: Once patients engage, the clinic can provide ongoing check‑ups, lab work, and medication management—each an additional reimbursable service.

  
  

• Preventive focus lowers costly emergencies: Earlier intervention reduces the chance of expensive acute events, improving margins under any value‑based or shared‑savings contracts.

Takeaway

Proactive care is often just one message away. By combining smart nudges, long-term memory, and omnichannel outreach, Puppeteer helped this clinic transform an inactive list into real visits, real revenue, and healthier lives.

Catching diabetes early saves eyesight, limbs, and lives. By merging SMS, voice, and smart nudges in one AI system, the clinic turned routine outreach into action and healthier patients.