Is AI Coming for your reception?
Is AI Coming for your reception?
Innovation and Technology in healthcare with Melody Meilleur-Durand, VP Innovation at Hexa Physio
Innovation and Technology in healthcare with Melody Meilleur-Durand, VP Innovation at Hexa Physio
Front desks aren't being replaced by AI, but they are being quietly reshaped.
Not through bold disruption claims, but through practical improvements in how clinics communicate and manage daily operations, especially at the front desk.
That was a key takeaway from Episode 2 of Webinaire en Direct, featuring Melody Meilleur-Durand, VP of Innovation at Hexa Physio. The conversation focused on where AI actually fits in clinics and where it doesn’t.
AI as communication infrastructure
In physiotherapy, communication is operational infrastructure. Missed calls, unanswered messages, and overflowing inboxes create immediate strain on reception teams. The goal of AI isn’t to replace receptionists, it’s to reduce the friction that overwhelms them.
AI as communication infrastructure
In physiotherapy, communication is operational infrastructure. Missed calls, unanswered messages, and overflowing inboxes create immediate strain on reception teams. The goal of AI isn’t to replace receptionists, it’s to reduce the friction that overwhelms them.
Support, not substitution
AI handles repetitive, low-value tasks like appointment confirmations, reminders, and common questions. That frees receptionists to focus on what requires judgment, empathy, and real human interaction.
Support, not substitution
AI handles repetitive, low-value tasks like appointment confirmations, reminders, and common questions. That frees receptionists to focus on what requires judgment, empathy, and real human interaction.
Faster responses, less pressure
Patients don’t expect perfection, but they do expect timely acknowledgment. AI enables quick, consistent responses, especially outside peak hours without adding workload to already busy front desks.
Faster responses, less pressure
Patients don’t expect perfection, but they do expect timely acknowledgment. AI enables quick, consistent responses, especially outside peak hours without adding workload to already busy front desks.
Fewer interruptions, better focus
By absorbing routine calls and messages, AI reduces constant interruptions. Reception teams can stay focused on complex requests and patient needs instead of firefighting.
Fewer interruptions, better focus
By absorbing routine calls and messages, AI reduces constant interruptions. Reception teams can stay focused on complex requests and patient needs instead of firefighting.
A more sustainable front desk
The future of physiotherapy isn’t full automation, it’s better support.
AI works best in the background, managing volume while people handle nuance. Receptionists remain central to the patient experience; AI simply removes the friction that makes their jobs harder.
The real shift isn’t replacing people with technology. It’s using technology to protect the human side of care.
A more sustainable front desk
The future of physiotherapy isn’t full automation, it’s better support.
AI works best in the background, managing volume while people handle nuance. Receptionists remain central to the patient experience; AI simply removes the friction that makes their jobs harder.
The real shift isn’t replacing people with technology. It’s using technology to protect the human side of care.