A family-run business from Hertfordshire is devoted to making waiting times at your local GP or dentist a thing of the past.
The company, InTouchNow.ai, is an offshoot of InTouchNow, a customer services firm that has been operating for more than three decades. The idea was driven by founder Daniel Park, who created an AI tool that can replicate a person’s voice and use it as a virtual receptionist or customer support agent for their practice.
To create your own voice agent, you simply record a short script that takes around thirty seconds. The AI then uses that recording to craft a voice clone that can speak to customers in a natural and personalised way, mimicking the sound and tone of the original speaker.
The best part? Unlike a human customer service agent that speaks to customers one-by-one, the use of AI allows for unlimited calls at once – so you can say goodbye to being the 5th or 50th caller in the queue for a doctor’s appointment on a Monday morning.
Reducing Wait Times with Voice AI
“The main advantage of InTouchNow’s technology is our ability to handle multiple conversations at once,” explains Park.
“Unlike traditional phone systems where callers might be left waiting, the AI voice agent can respond immediately to any number of callers simultaneously.”
“This helps remove frustrating hold times and allows businesses to provide a more responsive service. The system is designed to sound warm and natural, often making it difficult for customers to tell they are speaking to an AI rather than a live person.”
“When on our platform, you can write and amend the perfect script for customers and set the perfect answers for typical questions. AI takes care of the rest, learning the perfect responses and allowing the platform to record conversations and cross-check your work.”
Keeping Personal Connections Alive
Small businesses such as dental and medical practices often rely on personal relationships with their clients.
With this new technology, owners can maintain that familiar connection even during busy periods when they are unable to answer every call themselves.
The AI integrates with common tools and platforms like Zoho, AWS, and Twilio, making it easier for businesses to adopt without overhauling their existing systems.
Supporting Larger Organisations Too
Larger companies can also benefit from using InTouchNow.ai, especially those dealing with high volumes of customer calls. The voice AI can manage routine enquiries, provide quick resolutions, or direct callers to the right person, helping to streamline customer service operations.
Research has emphasised the importance of prompt service, with a UK study showing that most customers are unlikely to return to a business if they are left waiting on hold.
Another report from Ofcom found that the majority of UK callers expect assistance within a few minutes.
The Broader Role of AI in Customer Engagement
Artificial intelligence is increasingly shaping how businesses interact with customers. Beyond voice agents, AI chatbots are now widely used to answer questions instantly at any time of day.
These systems can handle a broad range of functions—from responding to simple queries to processing orders—allowing human staff to focus on more complex or sensitive issues.
Many companies are also using AI to analyse customer data, personalise experiences, and enhance loyalty. As the technology continues to advance, its role in customer service is expected to expand further.
Free Trial Available
InTouchNow.ai offers a two-week free trial of its voice AI technology so businesses can test how it works before committing. After the trial, the service continues on a monthly rolling plan with no long-term contract required.
