Use case
AI call triage for clinics. The right call reaches the right place.
Phone trees make patients press buttons and hope. 2Care listens to what the patient actually needs, handles what it can, and routes the rest to the correct person with full context attached.
Get a demo
30 minutes, on your own call flows.
Why it matters
Large specialty groups see thousands of misrouted and abandoned calls a month. 2Care cuts the noise so your team only handles what needs a human.
1,000s
of misrouted calls a month at scale
4s
to reach a human when it matters
What 2care handles
On the call, end to end.
Where 100 calls go
LiveEvery transfer arrives with a summary attached.
Where the calls actually go
Most of a clinical line is not clinical.
Practices buy medical call triage software expecting it to make clinical decisions. The useful work is almost entirely the opposite: taking the two thirds that were never clinical off the queue, so the remainder reaches somebody quickly.
One day on a busy clinic line
LiveThe third lane is the one that justifies the system, and it is small on purpose. Everything moved out of the first two is time given back to it.
The line we will not cross
It routes. It does not assess.
Ai call triage is a phrase that invites a claim we are not going to make. The agent sorts calls against rules your clinicians wrote. It forms no view about how sick anybody is.
Decided by the agent
- Identifying what the caller is ringing about, in their own words
- Matching that against the routing rules your practice has written
- Resolving admin, booking and factual questions without a handover
- Passing a call to the owning team with the context already captured
- Escalating immediately when a phrase on your list is spoken
Always a human decision
- Any judgement about severity, urgency or how soon somebody needs care
- Advice on symptoms, medication or whether to attend an emergency department
- Reading out or interpreting a result of any kind
- Deciding that a call which met an escalation rule can wait
- Silently downgrading anything a caller has described as an emergency
When a rule fires, the call goes through. The agent has no path that lets it decide the rule was wrong on this occasion.
How a call is placed
Four things that decide where a call lands.
Patient call routing goes wrong when it depends on the caller correctly describing themselves. These are the inputs that do not.
Included
What the caller says it is about
Ordinary language, not a menu. Somebody who says their dressing has come loose does not have to work out which of five options that is.
Included
Who they are on your system
An established patient of a named clinician routes differently from a first time caller, and the record is checked before the routing decision is made.
Included
The rules your clinicians wrote
The phrases that force an escalation are yours. They are applied identically on every call, which is the part a tired human line cannot promise.
Included
The time it is being said
The same request at eleven in the morning and at eleven at night has a different destination, and out of hours cover follows the rota you already publish.
The difference
A phone tree, and the alternative.
The complaint about phone trees is not that they exist. It is that they ask a worried person to classify their own problem before anybody has spoken to them.
Press one for appointments
Say what you need
The caller has to know the category
Five options, none of which is what they rang about
They describe it, and the routing works from what they said
Getting it wrong
Back to the start, or parked in the wrong queue
The call moves without the caller repeating themselves
An urgent phrase mid-sentence
Heard only once somebody eventually picks up
Triggers escalation at the moment it is spoken
Simple questions
Occupy a queue built for clinical calls
Answered on the spot and never reach the queue
What your team receives
A menu selection and a callback number
The caller's words, the rule that fired and the record already open
The handover
What a clinician actually receives.
An escalation that arrives as a name and a number has thrown away the only part that mattered. This is what is attached instead.
The words, kept as the caller said them
Summaries lose the detail that made somebody escalate a call. The transcript is retained alongside the summary so whoever picks it up can read what was actually said.
The triggering phrase, marked
Whichever rule fired is recorded against the exact sentence that fired it.
The record, already matched
The patient is identified before the handover, so nobody starts by searching for a chart.
Straight answers
What clinicians push back on, and the answer.
We are not letting software decide whether a patient is urgent.
It does not. Your clinicians write the phrases that force an escalation, and the agent applies them without exception. It has no mechanism for judging that a call which met one of your rules can wait.
What if the caller does not use the words on our list?
The rules match meaning rather than exact wording, and anything the agent cannot confidently place goes to a person. The default on uncertainty is always to hand the call over.
Our out of hours cover is a rota, not a single number.
That is how it is configured. The agent follows the rota you already publish, including fallbacks, so a call at two in the morning reaches whoever is genuinely on rather than a shared mailbox.
How do we know it is not quietly mishandling calls?
Every call is transcribed against the record, every routing decision names the rule that produced it, and the whole set is reviewable. You can audit a week of escalations in an afternoon.
See it work
Intelligent Triage & Routing, on a real call.
An after-hours call answered on the first ring, then booked, confirmed and written back while the practice is closed.
Before you point the line at it
What clinics ask about routing and escalation.
Narrower, deliberately. It performs the administrative part of triage, which is working out what a call is about and getting it to the right place fast. Clinical assessment stays with your clinicians and the product makes no claim to do it.
You supply the destinations and the phrases that force an escalation. Those are the rules the agent applies, so the routing reflects how your practice already works rather than a default somebody else designed.
Both are answered and both escalate. There is no queue for the agent to place one of them in, which is the practical reason concurrency matters more on a clinical line than on a booking line.
Yes, and out of hours is where the routing rules earn their place, because the destination changes. Evening, weekend and holiday calls follow the rota you publish rather than defaulting to voicemail.
Rules are configuration and can be changed the same day. Practices usually tighten them in the first fortnight once they can see which phrases fire and how often.
Built for regulated healthcare, in every market we operate in
HIPAA
United States
BAA available on request
GDPR
UK & Europe
DPA available, data hosted in the EU/UK
DPDP
India
Data residency in India
See it on your own calls. Book Demo.
30 minutes, on your own call flows. No commitment.
- 18 specialties covered
- ·Live in weeks, not months
- ·HIPAA, GDPR and DPDP