Capability · Conversation
Natural conversation
Natural conversation makes every call with Intavia feel like talking to an attentive receptionist. Callers can pause, interrupt or correct themselves, and they don't have to repeat what they've already said.
At a glance
- What it does
- Handles pauses, interruptions and corrections the way a good receptionist would
- Channels
- Inbound and outbound calls, with additional channels available
- Integrations
- Built into every Intavia receptionist, with no extra systems needed
- What you can customise
- Tone, silence check-ins, expressive delivery and your practice's own wording
- What your team sees
- A transcript, summary and outcome for every conversation
- Setup
- Done for you by our team, around how your practice speaks to patients
How it works
Natural conversation is built into every Intavia receptionist. Our team shapes its tone and wording around your practice, and the same conversation rules apply on every call.
- Plan: we agree with you how the receptionist should sound, from its tone to the words your practice likes to use.
- Listen: callers are given time to finish, including pauses mid-sentence, before the receptionist replies.
- Interruptions: callers can interrupt the receptionist, while short acknowledgements such as "mm-hmm" let it carry on.
- Focus: background voice filtering helps the receptionist stay with the caller rather than someone else in the room.
- Understand: corrections, changes of mind and details given early are carried through the call, so callers aren't asked again for something they've already said.
- Respond: one question at a time, in short turns and plain words, with a calm, careful tone for sensitive moments such as a worry or a complaint.
- Close: if the line goes quiet the receptionist checks the caller is still there.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Tone | How the receptionist comes across, such as warm and friendly or calm and formal |
| Practice wording | Phrases your practice likes to use and words to avoid |
| Expressive delivery | Whether an expressive voice is used to add warmth or reassurance where it suits the moment |
| Silence check-in | How long the receptionist waits through a silence before checking in |
Works together with
- Voices & languages: A voice chosen for your practice, and conversations in more than one language.
- Practice knowledge & pricing answers: Clear answers about your services, prices and practice, from information you approve.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
- Identity verification: Identity confirmed before personal details are shared, including for people calling on someone's behalf.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
FAQs
Yes. Telling callers they're speaking to an AI is set up with your practice, in the greeting or through your phone provider, in line with the rules that apply. The receptionist is also honest about it whenever a caller asks, and anyone who would rather speak to a person can be passed to your team.
Callers can correct it at any point, and the correction is used from then on. Phone numbers and other details a caller reads out are read back before they're used.
Yes. The receptionist allows extra time while a caller spells a name or reads out digits, and it understands shorthand such as "double five".
Yes, where more than one language is set up for your practice. Callers can move between those languages during the call and the receptionist follows.
Yes. Tell your support team what you'd like to change and they update it. There's nothing for you to configure.