first week of real patient calls on an AI receptionist is never what anyone expects

went live with a setup for a small medical practice about a month ago and the first week was genuinely strange to watch.

the AI handled the easy stuff fine. appointment confirmations, hours, basic directions. no issues there.

what nobody prepared for was the patients who just started venting. called to reschedule and ended up talking about how stressed they were. one lady asked the AI how its day was going and seemed genuinely upset when the response was off.

the practice owner kept saying "but it's just booking calls" and that's true. but patients don't treat it like a booking call. they treat it like calling the front desk which means some of them want a real interaction not just a transaction.

had to go back and rework a bunch of the conversation flows that looked fine in testing. the logic was right but the tone was completely wrong for the actual patients calling in.

curious if others have hit this. how much did your real call behaviour differ from what you expected in testing.