EyeCarePro CTO Highlights IVR Shortening to Reduce Missed Calls in Optometry Practices

In Season 2, Episode 7 of The Independent Advantage, Diana Canto-Sims, OD, and Raphael Rostenne, chief technology officer of EyeCarePro, discuss AI-assisted front desk management. Rostenne cites data from over 400 practices handling approximately 180,000 calls monthly, revealing that phone bookings exceed online scheduler appointments by about 50% at typical practices. His analysis indicates roughly 30% of calls are missed, with 80% of those losses occurring during the interactive voice response (IVR) stage due to long menus and instructions. Rostenne identifies shortening the IVR as the most effective initial step for recovering these opportunities. He notes that patients often call other practices rather than retry when unable to connect, emphasizing the need for solutions outside business hours.