Voice vs. Text: The Early Data

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Peerlogic just launched a new voice AI, giving patients and practices more flexibility than ever in how they connect. But even in these early weeks, the numbers are telling a clear story about how patients actually want to engage.

And it’s not what most practices expect.

What the Data Show

• Voice-first prompts: 95% of patients avoid engaging with a voice AI, asking to speak with staff. 5% of patients engage with a voice AI before transferring to the front desk.
• Voice-after prompts: 15% of patients engage with a voice AI if the front desk is unavailable
• Text-first prompts: 60% patient response rate

That’s a 12x difference in engagement, simply by starting with text.

Patients aren’t rejecting voice altogether—but they are overwhelmingly choosing text as the first step.

Why Patients Prefer Text

Think about your own behavior: when you call a number and get stuck with a robot, do you lean in—or just hit “0” and ask for a person? Patients feel the same way.

Here’s why text is winning:

• Control: Patients respond when it works for them.
• Context: Texts show who it’s from and why—no guessing.
• Clarity: Written words leave less room for error.
• Confidence: Patients feel secure replying without exposing personal matters.
• Comfort: A quick text feels easier than talking to a robot.
• Consideration: Texting includes patients who can’t—or prefer not to—speak on the phone.

Text doesn’t just lower the barrier to engagement—it removes it.

The Role of AI in Patient Experience

For front office staff, the pressure never stops: phones ringing, patients waiting at the desk, insurance questions piling up. That’s where AI creates breathing room.

• When a call is missed, AI captures it.
• When a patient needs quick answers, AI responds instantly.
• When something requires a human touch, AI hands it back seamlessly.

Staff get to focus on the patient in front of them, knowing no opportunity is slipping through the cracks.

The Customization Factor

AI should never feel like a one-size-fits-all robot. It should sound like your practice.

That means training on:

• Your FAQs
• Your insurance details
• Your office hours and policies

So, when patients ask about Saturday appointments, insurance coverage, or directions, the answers feel like they came directly from your front desk.

Patients get answers they trust. Your team gets time back. Everyone wins.

What This Means for Practices

The implications are clear:

• Voice-first = missed connections
• Text-first = higher bookings and stronger relationships
• Custom AI = conversations that feel authentic, not automated

This isn’t about replacing staff. It’s about supporting them—reducing repetitive calls, capturing missed opportunities, and surfacing only the tasks that need human attention.

The Future of Front Office AI

The future isn’t voice vs. text. It’s all channels working together—text, phone, and webchat—orchestrated by AI into a seamless patient experience.

A patient might start with a text, confirm by phone, and follow up later through webchat. The difference is that AI keeps the conversation connected, while keeping staff in control.

That’s the direction we’re heading:

• Patients never feel like they’re “talking to a robot.”
• Staff never feel buried under missed calls and repetitive questions.
• Practices capture every opportunity without burning out their teams.

Ready to See It in Action?

The data is clear: text is the new front door. AI ensures no patient is left waiting outside it.

Practices that adapt now won’t just keep up with technology. They’ll set the standard for a modern, natural, and sustainable patient experience.

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