At a Glance:
Mission: Get bookings to full capacity while increasing customer satisfaction.
Solution: A conversational AI agent that books 470,000 appointments annually.
Results: $2 million in incremental revenue from fully booked optometrists, and 10% higher CSAT scores.
What’s Next: Outbound calling, Spanish-language support, and autonomous use cases.
The mission: optimize booking efficiency and serve customers faster
Vision care operates at the intersection of healthcare and retail, where every call carries both personal and clinical weight. Patients reach out to book exams, order lenses, check insurance, track orders, or simply confirm store hours.
Before adopting AI agents, this national vision-care retailer depended on in-store associates to handle all calls, while also managing walk-in customers, product questions, fittings, and checkout. As a result, keeping appointment bookings at full capacity was an understandable challenge, leaving optometrists with open spots and revenue left on the table.
They knew the solution: an AI agent that answers every call instantly, ensuring customers can book without waiting or being transferred. With optimized scheduling, optometrist calendars would stay consistently full, access to care would increase, and revenue per store would grow.
The solution: AI agents that free up retail employees, while booking efficiently
To realize their vision, they partnered with SoundHound AI to build on the Amelia platform. Amelia’s AI agents now answer 100% of calls, acting as the digital front line for more than 550 retail locations nationwide. They engage with thousands of customers daily — scheduling appointments, managing orders, and answering store-related questions in real time.
The AI can handle many interactions on its own. But when required, it recognizes caller sentiment and hands off the call to a human associate – inclusive of full conversation context and real-time assist, ensuring every customer receives timely, personalized assistance. This provided the retailer with the most flexible, effective approach to AI automation they could count on.
112000
worker hours saved annually
The vision retailer’s AI agent helps with:
☑️ Appointment Management
☑️ Contacts and Eyewear Order Status Updates
☑️ Store Hours and Location Information
☑️ Insurance and Billing Inquiries
☑️ Product Availability Questions
☑️ Automated Outbound Reminders (planned)
☑️ Sublease Store Onboarding (planned)
☑️ Employee HR and IT Support (planned)
The result: $2 million in incremental revenue, 10% higher CSAT scores
Because Amelia is able to use intelligent booking to maximize the number of appointments per week without leaving gaps, optometrist calendars stay consistently full, generating $2 million in incremental revenue.
Customers notice the difference, too: satisfaction scores have climbed 10% thanks to faster, easier, always-available appointment booking. Amelia has become essential to maximizing provider productivity and delivering a smoother patient experience across all store locations.
78
of all eye exams are now booked by the AI agent
112000
worker hours saved annually, the equivalent of adding 2 employees per store
93
intent recognition rate, ensuring consistently accurate and natural conversations
By shifting phone duties away from retail staff, the vision retailer also reclaimed 112,000 hours annually (equal to 54 full-time positions), enabling employees to fully dedicate their time to the in-store experience.
“AI hasn’t replaced our personal touch — it’s amplified it. The virtual specialist gives our patients faster service and gives our teams more time for meaningful care moments.”
Senior VP of Operations
Vision retailer
What’s next: expanding automation to new experiences
Plans are underway to integrate outbound calling, Spanish-language support, and create autonomous use cases to further increase call containment. The provider is also exploring Amelia’s upsell capabilities to drive new revenue.
Interested in starting your own AI journey with SoundHound?
We’d love the opportunity to discuss how we can help you achieve your goals with agentic AI.
