How AI Voice Agents Are Replacing Human Receptionists
GP practices across the UK are increasingly turning to AI voice agents to handle patient calls. Traditional receptionists play a vital role in managing appointments, answering queries and providing updates and they became an integral part of the identity of a practice.
However, the demand for GP services has surged, putting pressure on human receptionists who struggle to manage high call volumes, especially with 8am slots becoming overwhelmed for local NHS practices.
Unlike human receptionists, AI agents can answer an unlimited number of calls simultaneously. Whether ten or a thousand patients call at once, every call is answered instantly.
This means no more morning rush, no more engaged tones, and no more frustrated patients unable to reach their GP – who are already feeling poorly. AI receptionists are available 24 hours a day, seven days a week, including weekends and bank holidays, ensuring continuous patient support and this raises questions over whether human receptionists are still needed.
AI Offers Personalised Patient Interaction
Modern AI voice agents can replicate the voice of the lead GP or a familiar staff member, making interactions feel warm and reassuring. Patients won’t be greeted by a robotic voice but by a recognisable, friendly tone that maintains the personal feel of the practice.
AI receptionists do more than just answer calls. They can make outbound calls to provide updates, remind patients about upcoming appointments, and follow up on treatments. This proactive approach improves patient engagement and reduces missed appointments, which is a common issue for many GP surgeries.
AI Solutions Can Be Simply Integrated with Existing Systems
One of the biggest advantages of AI voice agents is how easily they integrate with existing CRM systems used by GP practices.
Platforms such as Patchs and Twilio allow AI to access patient records, update appointment schedules, and provide real-time information to callers. This means a patient calling to check on a referral, prescription, or test result can receive instant updates without needing human intervention.
AI can also transfer calls to a human receptionist if required, ensuring complex cases are still handled with care. However, for routine enquiries, appointment bookings, and follow-ups, AI eliminates unnecessary workload, freeing up staff for in-person patient care.
What Are The Cost Savings of Using AI Agents for GP Practices?
Replacing human receptionists with AI voice agents can result in significant cost savings for GP practices.
A full-time receptionist in the UK typically earns between £10 and £15 per hour. Over the course of a year, this amounts to £20,000 to £30,000 per receptionist, not including additional costs such as training, holiday pay, and sick leave. Staff absences due to illness can also cause operational disruptions, requiring practices to hire temporary cover or leave patients waiting.
AI receptionists are significantly cheaper than full-time staff, but AI can also transfer calls to a human receptionist if required
AI voice agents eliminate these costs since there are no sick days, no annual leave and no need to hire extra staff during peak times. By automating call handling for GP practices, they can reduce overheads while improving efficiency and patient satisfaction.
What is The Future For GP Receptionists?
As technology advances, AI voice agents will become an essential part of GP practices across the UK.
With unlimited call handling, 24/7 availability, seamless CRM integration, and cost-saving benefits, AI is transforming patient communication. Practices that adopt AI voice agents can improve efficiency, reduce staff workload, and provide a better experience for patients—without the limitations of human receptionists.