Lumen Aesthetics · 2025
An AI agent that books consultations at 11pm
Before
- 0%After-hours enquiries answered
- 18%Rebooking rate
- 31%Consultation no-shows
After
- 34%Consultations booked after hours
- 3.1xRebooking rate
- 12%Consultation no-shows
The challenge
Lumen ran a single Scottsdale location with two injectors. Instagram drove strong enquiry volume, but most of it arrived between 8pm and midnight, exactly when nobody was working. Enquiries sat overnight, and by morning a meaningful share had booked elsewhere. Separately, treatment cycles meant clients should return every 12 to 16 weeks, but rebooking depended on someone remembering to call.
The approach
A Conversation AI agent trained on real objections
Rather than a generic FAQ bot, we trained the agent on their real enquiry history: pricing questions, downtime concerns, candidacy for specific treatments. Anything medical escalates to a human.
Booking into live availability with a deposit
The agent books directly into injector calendars and collects a $50 deposit at booking. That single change cut no-shows from 31% to 12%.
Treatment-cycle rebooking on a timer
Each treatment type has its own return window. Rebooking prompts now fire automatically at the right interval per client per treatment, rather than depending on front-desk memory.
Clear AI disclosure, tested against conversion
We disclose the agent is AI. We tested it against an undisclosed variant. Booking rates were statistically indistinguishable, and disclosure removes legal exposure in several states.
The outcome
A third of consultations are now booked outside business hours by the AI agent. The rebooking rate more than tripled, and deposit collection cut no-shows by nearly two thirds. Lumen opened a second location the following year.
Our AI booking agent handles the eleven-pm enquiries that used to sit until morning. About a third of our consultations now get booked outside business hours.