How Acuity Health transforms patient access with LiveKit voice agents

Acuity Health develops customized voice and text AI agents for hospitals and subspecialty practices to automate patient-access tasks such as appointment scheduling, insurance eligibility triage, and provider-note handling, aiming to reduce administrative burdens while helping patients obtain timely care. After finding a low-code platform too inflexible and opaque for complex healthcare workflows, the company rebuilt its systems on LiveKit, enabling faster development, deeper customization, and improved debugging. Its team uses LiveKit Simulations to test agents against varied patient behaviors and identify edge cases before releases, including refining intake prompts to avoid repeated questions. Acuity’s agents integrate with call-center, task-management, analytics, and electronic medical record systems, typically use LiveKit’s optimized Gemma 4 31B model and tailored turn detection, and reportedly fully resolve 80% of calls, complete most bookings in under a minute, and receive a “thank you” in 81% of booking calls.

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