Weave Communications Q2 FY26 earnings call WEAV

Weave positions itself as a unified AI-powered patient engagement and payments platform purpose-built for healthcare practices. It integrates AI agents and practice staff interactions across voice and text into unified workflows, acting as an orchestration layer. This platform helps practices continuously improve patient relationships, proactively assign tasks for staff follow-up, and deliver insights to optimize their businesses, addressing critical challenges like scheduling, staffing, and revenue leakage.

The platform significantly improves scheduling efficiency by closing gaps that drain production. Weave's unique advantage is owning the patient-practice communication layer, enabling workflows through the trusted primary business phone number for higher patient engagement. Automated recall, reactivation campaigns, waitlist workflows, and smart reminders help keep schedules full. The AI receptionist further enhances this by offering 24/7 booking, confirmation, cancellation, and rescheduling via voice or text, reducing no-show rates significantly.

Weave helps practices combat staffing shortages and rising labor costs by automating high-volume manual tasks, freeing up staff to focus on deeper-level patient interactions. This includes managing a single unified inbox instead of voicemails, workflow automation across the patient journey, and pre-appointment insurance verification. One doctor reported saving over $50,000 annually in salary and overhead by running a leaner team with Weave, demonstrating the platform's impact on operational efficiency.

The company addresses revenue leakage by embedding payments and revenue cycle management solutions directly into patient interaction workflows. This enables upfront co-pay collection, card-on-file options, and Text2Pay for balances, ensuring timely payments. Automated follow-ups for small unpaid balances prevent them from falling through the cracks. A practice administrator noted collecting over $2 million through Weave Payments, highlighting the platform's effectiveness in recovering otherwise lost revenue.

Weave has rapidly expanded its AI capabilities, adding 70% more AI-powered features in the past year. Custom AI interactions on the platform totaled 70 million in Q2, a 165% increase year-over-year. Call Intelligence analyzed over 14.5 million calls, identifying 810,000 unscheduled opportunities. The AI receptionist, which recently gained voice capabilities, has received positive feedback, with one customer reporting doubled receptionist effectiveness in 30 days and another appreciating weekend scheduling capture.

Weave implemented key changes in its go-to-market organization, verticalizing the inbound sales function and adopting an SDR model for outbound sales. These changes aim to improve productivity and ensure stronger growth with expanding profitability. While the transition caused a temporary booking shortfall in May-July, the company accelerated its completion to August. Early indications are positive, with record new location additions in Q2 and a 240 basis point sequential reduction in sales and marketing expenses as a percentage of revenue.