Case study · ABA therapy & healthcare
Ezra Behavioral Analysis is an ABA therapy provider for children. The families reaching out are often navigating a brand-new diagnosis, and the wrong tone at first contact is the difference between a family that books and a family that doesn't. We built a care-first family intake and scheduling agent designed around how Ezra's clinicians actually talk to parents.
The situation
ABA is a category where the buyer is also a parent in the middle of a difficult moment. Families reach out after a new diagnosis, often with limited information and high anxiety. Generic intake forms and chatbot scripts feel cold; a delayed callback feels worse. Ezra's clinicians are excellent at the conversation — but they couldn't be the ones picking up the first inquiry, and the alternative was a next-business-day callback that lost families to the next provider.
Parents reaching out at all hours of the day — often evenings and weekends, when they're processing a diagnosis and looking for a path forward.
Generic intake forms and chatbot scripts felt clinical or salesy in a moment that needed warmth.
Clinicians were spending the first 15 minutes of every intake call gathering basics (insurance, age, prior diagnosis, primary concerns) instead of having the conversation that mattered.
Slow first-contact response time meant families found the next provider open before Ezra could reply.
What we built
We didn't drop a generic family intake form behind a chatbot wrapper. We mapped how Ezra's clinicians have first conversations with families, identified the warmth and pacing that defines those conversations, and built an agent that mirrors them. The agent gathers what clinicians need before the first session — without ever sounding like a script.
Picks up family inquiries from the website and email in a voice tuned to parents in a difficult moment. Asks for insurance, prior diagnosis, age, primary concerns, and family logistics with warmth and clarity, not as a checklist.
Matches the family to the right BCBA based on case type, age, language, and availability. Books the intake assessment directly into the clinician's calendar with full context already gathered.
Every booking arrives at the BCBA's calendar with a structured context note — the family's situation, prior diagnosis, primary concerns — so the first 15 minutes of the assessment is the conversation that matters, not basic intake.
Weekly tuning on tone and language as the clinicians audit the agent's responses. Refinement on edge cases (multi-child families, second-opinion seekers, families switching providers) as patterns emerge.
The outcome
Three changes show up immediately. Families get a warm, on-brand response within 10 minutes regardless of when they reached out. Clinicians walk into intake calls already knowing the family's situation. And the families that book are higher-fit because the intake agent does the qualification the front desk used to do — with more patience and consistency than any rushed call could.
< 10 min
First-contact response time, down from next-business-day
24/7
Coverage including evenings, weekends, and holidays
0
Sales-script tone in any inquiry handled by the agent
Care-first
Voice designed with clinicians, audited weekly
Still in flight
The intake and scheduling agent is live. We're now scoping a parent-communication agent for the post-intake phase — appointment reminders, between-session updates, progress milestones — drafted in the BCBA's voice and approved before sending. Same care-first principle, applied across the family's journey.
Same playbook. Scoped to you.
Same model — audit, build, operate. Scoped to your operation, your toolchain, and the bottleneck the audit surfaces.
Floor
Builds start at $7,500.
Retainers start at $1,500/mo.