Empathy at 2 AM
For IVF clinics, a missed call isn't just lost revenue—it's a lost patient journey. Here’s how empathy can be automated.
The Anxiety of the Waiting Room
Fertility treatment is a journey paved with anxiety and hope. Patients often do their research late at night, in the quiet of their bedrooms, when the weight of their questions feels heaviest. They call clinics at 11 PM, expecting a cold voicemail. Usually, they get it, and they never leave a message. Bloom IVF realized they were losing 40% of their potential patients because their empathy had a 9-to-5 schedule.
The Empathetic Protocol
We configured an Open Claw agent with a specific "Warmth" setting. The latency was tuned to be slightly slower, more thoughtful. The voice was soft, reassuring. When a patient calls at 11:30 PM to ask about costs, the agent doesn't just bark numbers. It acknowledges the step they are taking.
Agent: "I can certainly help with that. It’s a big step, and we want to make it clear. The initial consultation is completely free. For the cycle itself, we have EMI options starting at ₹8,000/month."
Framing the Journey
Notice the move: EMI before Total Cost. By framing the price as a manageable monthly commitment, the agent lowers the psychological hurdle. The clinic is now open 24/7, providing a soft landing for patients at their most vulnerable moments. The doctor starts her morning with five new appointments, each accompanied by detailed, redacted notes on the patient's concerns. The clinic never sleeps, but the empathy never falters.
"Empathy isn't just a feeling; it's a protocol. When a patient calls at midnight, they don't want a bot—they want to be heard."