Overview
A leading provider in Marketing services, was facing a common yet costly problem inefficient appointment scheduling and high no-show rates. The company turned to GoVivace’s VIVI Omni CX Bot, a generative AI-powered omnichannel solution, to streamline its appointment booking process and reduce operational friction.
Within 3 months of deploying the VIVI appointment booking CX bot,
- 45% increase in appointment bookings
- 30% reduction in no-shows
- 50% faster response time
- Improved customer satisfaction across all Omni channels
Challenge
Before VIVI, the Marketing Company relied on manual appointment scheduling via phone and email. This led to:
- Long wait times
- Missed customer inquiries outside business hours
- Double bookings and human errors
- High no-show rate due to lack of automated reminders
As the makreting company scaled, the need for a AI solution for appointment booking became urgent to improve efficiency and enhance customer experience.
Solution: VIVI AI-Powered Omni CX Bot for Appointment Booking
Why VIVI CX Bot?
The marketing company selected VIVI Omni CX Bot, GoVivace’s no-code omnichannel conversational AI bot, to automate and scale its appointment booking process. VIVI was the ideal fit & thanks to its:
- Customer Initiates Interaction
Customers engage with VIVI through their preferred channel: Voice Call (AI Call), Text/SMS, Website live chat, and WhatsApp. VIVI is active 24/7 and begins the interaction with a natural, User-friendly greeting customized to the brand’s tone. - Real-Time Slot Discovery via CRM Integration
Once a booking request is made, VIVI accesses the CRM or calendar system via secure API integration to fetch real-time appointment availability. Customers are shown available time slots immediately. - Personalized Suggestions and Confirmation
Based on the customer’s history, location, and past interactions, VIVI recommends convenient time slots and services. The customer selects a slot, and VIVI confirms it on the spot—without human intervention. - Automated Reminders and Rescheduling
Once the appointment is booked, VIVI sends automated reminders through Text/SMS or WhatsApp or any messaging platform. Customers are given self-service options to confirm, reschedule, or cancel—eliminating no-shows and manual follow-up efforts. - Voicebot Functionality – Voice (AI Call)
For customers who prefer phone interaction, VIVI’s voice CX bot answers calls and follows the same booking logic using natural language understanding, allowing bookings via spoken interaction. - Human Escalation Only When Necessary
If the VIVI CX bot detects a complex request or customer confusion, it seamlessly escalates the conversation to available live agent without losing context. The agent receives a complete summary of the interaction for continuity. - Continuous Learning & Reporting
VIVI CX bot continuously learns from interactions, improving its dialogue patterns. It also generates detailed reports and analytics to help the team monitor booking trends, peak interaction times, and common customer needs.
Key Implementation Features
| Feature | Benefit |
| AI Chatbot & Voicebot | Enabled 24/7 appointment scheduling |
| Omnichannel Access | Unified experience on Chat, Text/SMS, AI Calls and WhatsApp |
| Calendar Sync | Real-time availability and confirmation |
| Auto Follow-ups | Reduced no-shows via Text/SMS/WhatsApp reminders |
| Voice Biometrics | Secure and frictionless customer identity verification |
| AI Insights | Provided data on peak booking times and customer preferences |
Results
1. 45% Increase in Bookings
Customers now interact with the appointment booking bot directly through their preferred channel—chat, voice (AI Calls), or Text/SMS, and WhatsApp. The ease of self-service led to a surge in completed bookings.
2. 30% Reduction in No-Shows
Automated reminders and follow-ups through VIVI CX bot helped customers keep their appointments or reschedule in advance.
3. 24/7 Availability
Even outside office hours, the VIVI CX bot continued to handle new appointment requests, queries, and cancellations—resulting in zero drop-off during peak inquiry times.
4. Consistent Customer Experience
VIVI provided fast, consistent, and personalized responses across all platforms, significantly boosting customer satisfaction.
Testimonial
“VIVI transformed our scheduling process. Clients love the ease of booking, and our team loves the freed-up time and reduced no-shows. It’s a win-win.”
Adam T— Operations Manager
Conclusion
VIVI’s AI chatbot and voicebot for appointment booking proved to be a game-changer for a leading marketing company . By automating routine tasks, providing multilingual support, and integrating with existing CRM systems, VIVI CX Bot helped marketing company not only improve operational efficiency but also deliver a modern, seamless customer experience.
If you’re looking to streamline scheduling, reduce no-shows, and provide 24/7 appointment access, VIVI’s chatbot for appointment booking might be your perfect solution.
About GoVivace’s VIVI Omni CX Bot
VIVI AI Omni CX Bot, a self-service and fully serviced AI call (voice) & chat, text/sms & WhatsApp bot that work on telephony, web, and application channels, handling inbound and outbound communication with a live agent transfer facility to help you automate and scale sales and customer support. VIVI integrates easily with third-party platforms, supports multilingual conversations, and is designed to scale with your business needs.
CASE NAME:
From Click to Close: How a leading marketing company Increased Appointment Bookings by 45%
COLLECTION CATEGORY:
Excellence in Customer Engagement – Application of AI-powered appointment booking bots and omnichannel automation
The implementation of GoVivace’s VIVI CX Bot—an intelligent, no-code, AI-powered chatbot and voicebot—resulted in a 45% increase in appointment bookings and a 30% reduction in no-shows for the marketing company. This transformation came at a fraction of the cost compared to scaling human-based appointment handling.
One of the largest wellness service providers in the region, the marketing company, faced growing pressure on its manual appointment scheduling system. Customers frequently experienced long wait times, missed confirmations, and lack of access outside of business hours. These inefficiencies affected both customer experience and conversion rates.
In response, the company partnered with GoVivace to deploy the VIVI CX Bot, a chatbot for appointment booking capable of handling customer requests across Voice (AI Call), Chat, Text/SMS and WhatsApp. The objective was to create a solution that could initiate and complete appointment bookings autonomously while still offering human escalation when needed.
Initial diagnosis revealed:
- A high percentage of customers (approx. 40%) were willing to confirm a suggested appointment slot immediately.
- The majority of no-shows stemmed from a lack of automated reminders or rescheduling options.
- Internal teams were overwhelmed with basic scheduling tasks, reducing availability for high-priority customer needs.
To solve this, VIVI’s appointment booking bot was implemented with advanced capabilities:
- AI-driven conversation flows to guide customers through real-time booking
- Integration with CRM for live calendar sync and customer data access
- Automated reminders and rescheduling options via Text/SMS and WhatsApp
- Voicebot functionality for customers preferring to Voice (AI Calls)
- Omnichannel availability ensuring 24/7 service
- Escalation to available human agents only for complex cases
With this solution in place, the marketing company achieved the following results:
- Increased appointment bookings by 45%
- Reduced no-shows by 30%
- Offloaded 70% of booking tasks from human agents
- Enabled 24/7 self-service access across Chat, Voice, Text/SMS and WhatsApp
- Increased customer satisfaction and repeat engagement
- Handled 10+ concurrent bookings via AI vs. 1 per human agent
In practice, this meant replacing manual call handling with simultaneous, intelligent conversations managed by VIVI. Customers received instant confirmations, timely reminders, and even follow-up nudges if they missed their appointment. The VIVI CX bot ensured consistent messaging, eliminated scheduling errors, and gave the operations team real-time visibility into booking performance and customer preferences.
Ultimately, the marketing company transformed its customer experience with VIVI Omni CX Bot for appointment booking, enabling scalable, efficient, and always-on appointment management—without expanding its human support team.