Octave Therapy doubles inbound capacity with AI voice assistant

About Octave

Octave is a leading mental health provider serving thousands of clients through their network of professional therapists, operating across multiple systems and platforms to deliver accessible mental healthcare.
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Executive Summary

In 2024, Octave faced a critical challenge: potential clients interested in therapy services couldn't get immediate responses to their inquiries, especially outside business hours. This meant lost opportunities to support people at their moment of need.

After evaluating multiple solutions, Octave partnered with Hello Patient to deploy Mia, an AI voice assistant. Within two weeks, they had a functional prototype. Four months later, they've nearly doubled their capacity to answer inquiry calls and created an entirely new channel for client engagement through automated text conversations.

The Challenge

Raul Estrada, VP of Operations at Octave, knew his team had a problem. Clients seeking mental health support often reached out when they needed help most—evenings, weekends, and other times when staff weren't available.

"We were looking for ways to provide immediate responses and information for clients interested in our services, regardless of the time of day or how busy our team was," Raul explains. "Without a solution that could immediately answer any client inquiry, we were not able to support potential clients interested in therapy services with our providers."

The Challenge

Raul Estrada, VP of Operations at Octave, knew his team had a problem. Clients seeking mental health support often reached out when they needed help most—evenings, weekends, and other times when staff weren't available.

"We were looking for ways to provide immediate responses and information for clients interested in our services, regardless of the time of day or how busy our team was," Raul explains. "Without a solution that could immediately answer any client inquiry, we were not able to support potential clients interested in therapy services with our providers."

The stakes were high. Every missed call represented someone seeking mental health support who might not call back.

Octave needed a solution that could:Octave needed a solution that could:

• Respond instantly to client inquiries 24/7
• Maintain their high-quality standards for client experience
• Integrate with their existing multi-system infrastructure
• Deploy quickly without extensive development resources

Why Hello Patient

Raul's first encounter with Hello Patient came through a colleague who had worked with their CEO. But it was the product demo that sealed the deal.

"I visited their website where I was offered the option to test their product via a phone call," Raul recalls. "I was immediately impressed with the low latency and natural-sounding voice on the other side of the line."

After exploring alternative solutions that fell short on quality, Octave chose Hello Patient for three critical reasons:

1. Superior product quality
"Having a low latency NLP solution that could ingest our knowledge base and help answer basic questions was crucial for us while keeping our high-quality bar for client experience.”

‍2. Team flexibility
"We use multiple different systems and had limited capacity in our roadmap to work on a full integration, so we were looking for a team that was scrappy and willing to work with us to make it work."


‍3. Collaboration from day one
Despite some initial concerns about working with a young company, those worries quickly dissipated. "This concern went away pretty quickly as I tested the first functional prototype in under 2 weeks.”

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The Impact

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The results exceeded Octave's expectations across multiple dimensions, and he transformation went far beyond metrics. Octave saw two major operational improvements:

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But what impressed Raul most was Hello Patient's commitment to continuous improvement."The thing that surprised me the most since going live is how much effort the HP team puts into continuous improvement," he shares. "The version of Mia we launched with (which was already pretty good) looks nothing like the version that is live today. The team has invested a lot of time on auditing the conversations and making improvements."

‍Impact on Revenue and Patient Experience
The deployment has delivered value across three key areas:


• Patient Experience: 

  Faster response times and immediate answers to questions

• Operational Efficiency: 

  Staff can focus on complex cases while Mia handles initial inquiries

• Business Growth: 

  Increased acquisitions from phone inquiries


"The collaboration didn’t stop once we launched. It has actually gotten stronger."

What's next?

Four months in, Octave continues to see improvements in Mia's capabilities and performance. The AI Assistant has become an integral part of their client onboarding process, creating a new channel for engagement that didn't exist before.

"We set out to find a tool that could respond quickly to client inquiries while maintaining the high bar of quality that we pride ourselves on. Only four months into our partnership with Hello Patient, I can confidently report that these expectations have not only been met, but exceeded."

When asked if he would recommend Hello Patient to others, Raul's answer was unequivocal:

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For mental health providers and other healthcare organizations looking to better serve their clients while improving operational efficiency, Octave's success with Hello Patient offers a compelling blueprint. Sometimes the best solutions come from teams willing to collaborate, iterate, and put client experience first—even if that means answering calls at 2 AM.