PROTx operates five physiotherapy clinics across Nova Scotia, Canada.
Like many busy clinics, keeping up with phone calls was a constant challenge.
Before Meg, only about 50–55% of calls were being answered. For PROTx, that wasn’t just a front desk problem. Many new patients still call to book, and when nobody answers, they may simply call another clinic.
Before Meg, we were only answering around half of our calls, which meant missed bookings and lost opportunities. Now, 90% of calls get answered either by our staff or by Meg.
Bringing Meg into the front desk
PROTx rolled out Meg’s AI receptionist, Ava, across its clinics.
Ava answers calls, books and reschedules appointments, handles cancellations and common questions, and transfers callers to the PROTx team when they need a person.
The goal wasn’t to remove people from the equation. It was to make sure calls got answered and take routine phone work off the team’s plate.
If you’re a new client and no one answers, you’ll likely call the next clinic.
From roughly half of calls answered to 90%
By August 2026, PROTx reported that its overall call answer rate had increased from approximately 50–55% to 90%, including calls handled by Ava or PROTx staff.
The change was noticeable inside the clinics too. PROTx leadership described the phones as becoming “eerily quiet” after Meg went live, with fewer routine calls interrupting staff throughout the day.
Today, Meg handles the routine work while the PROTx team steps in when a call needs a person.
And the relationship is expanding. PROTx is now working with Meg on additional patient communication workflows, including SMS follow-up for new leads.
For PROTx, Meg started with a simple problem: too many calls weren’t getting answered. Now, 90% are.