24/7 Front-Office Support: How Assort Health Uses LiveKit to Scale Patient Communication
Assort Health is on a mission to make exceptional healthcare accessible to anyone, anytime, anywhere. For patients, that starts with their very first interaction: a phone call.
Assort Health builds AI agents trained to handle patient communications across voice, SMS, and web for specialty healthcare practices, including orthopedic surgery, dermatology, OBGYN, pediatrics, cardiology, and ENT. Their platform enables healthcare providers to offer 24/7 patient support and automates complex tasks, such as appointment scheduling, payment processing, and prescription refills. Agents are designed to embed both medical rules and clinic-specific preferences, ensuring accuracy and a seamless patient experience.
“When someone calls their doctor, they shouldn’t be stuck on hold. Our agent greets them immediately and handles the interaction from the very beginning, with 99%+ accuracy.”
Jeffery Liu, Founder & Co-CEO
Outpatient clinics face significant challenges in managing patient care related to front-office operations. Long hold times, high staff turnover, and scheduling errors create friction for both patients and care teams. Assort Health saw an opportunity to solve this with AI, but delivering a responsive, high-quality, and scalable voice experience required the proper real-time communications infrastructure.
AssortOS is the company’s CRM and workflow platform for multimodal, patient-facing AI agents. It is engineered for safety, accuracy, and a seamless user experience, powering workflows like preoperative screening to reduce surgery cancellations, day-of outreach to confirm treatment protocols, mass appointment management campaigns, patient surveys and check-ups after treatments, predictive no-show overbooking, and smart appointment reminders. The platform has handled over 27 million patient-facing interactions with a 4.3/5 satisfaction rating and supports both inbound and outbound agents.
From the start, the team required complete control over their stack, including the ability to choose and swap out speech-to-text (STT), large language models (LLMs), and text-to-speech (TTS) providers. Voice was the primary interface, so native SIP (Session Initiation Protocol) support was non-negotiable for phone system integration. Just as critical was partnering with a platform that could scale globally without compromising performance.
Number of agent to patient interactions by month from December 2023 to May 2025.
LiveKit’s Agents framework struck the right balance between abstracting away low-level complexities while still providing the team with enough transparency and control over the agent code. Working with open source SDKs allowed the team to iterate quickly, and the LiveKit Cloud global edge network ensured low-latency, reliable media transport between agents and patients.
“The LiveKit team is responsive, and we’ve seen a lot of new and important features shipped over the past year to customize agent behavior further. The documentation is clear and includes numerous examples. It’s a great voice agent framework.”
Jeffery Liu, Founder & Co-CEO
Patient calls are routed through Assort Health’s internal abstraction layer, enabling intelligent workflows such as triaging patients to the correct department or physician, booking back-to-back appointments for siblings, and verifying insurance coverage in real time. This standardized layer enables Assort Health to onboard new practices quickly with minimal engineering effort, accelerating time-to-value for providers. Today, Assort Health’s customers can use AI to handle 90% of inbound calls, wit h seamless handoffs to human staff for the remaining 10%. Over 20 million patient interactions have been processed on LiveKit, and the company expects this number to exceed 100 million by the end of 2025.
“When a new model comes out, we don’t want to have to figure out how to integrate it into our product. Our focus is on building the safest, highest-performing, and most specialized patient-facing AI platform, and LiveKit is a key part of the real-time infrastructure that helps us scale.”
Jeffery Liu, Founder & Co-CEO