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The phone call is still one of the most important touchpoints in the patient journey. It is also one of the most broken.

In this episode of TouchPoints: Moments that Matter in Healthcare, Melissa Gilkes-Smith sits down with Mathieu Rihet, founder of Novoflow, to explore how AI voice agents are changing the way healthcare practices manage inquiry and scheduling.

This conversation focuses on Pillar 2 of the Nine Pillars of Patient Experience Framework: Inquiry and Scheduling. For many patients, the first real interaction with a practice happens when they call to ask a question, schedule an appointment, or figure out what to do next. When that experience includes long hold times, transfers, repeated explanations, or unclear next steps, trust erodes before care even begins.

Melissa and Mathieu discuss what AI voice agents actually do, how they differ from traditional phone trees or chatbots, and why 24/7 scheduling support may be more than just a convenience. It may be an access and equity issue for patients who cannot call during normal business hours.

They also have an honest conversation about the risks. AI is not automatically an improvement in patient experience. Poorly implemented technology can make care feel colder, faster, and less human. The episode explores what healthcare leaders need to consider before adopting AI, including workflow readiness, HIPAA compliance, staff communication, patient escalation pathways, EHR integration, and accountability when something goes wrong.

At the center of the conversation is one key question: does this technology help patients feel better served, or does it simply help the organization move faster?

This episode is for healthcare leaders, practice managers, patient experience professionals, call center teams, and anyone thinking seriously about how technology can support access without sacrificing empathy.

Connect with Mathieu on LinkedIn: https://www.linkedin.com/in/mathieurihet/

Visit the Novaflow website: https://www.novoflow.io/

**A quick production note: I recorded this conversation using a backup microphone, so my audio may sound a little different than usual. The conversation was far too valuable not to share, so let’s get into it.