Case Studies - Voice Agents

Transforming the Contact Center with AI Voice Agents

Improving Access, Reducing Burden at a Leading LA Health System

Challenge

150K+ monthly calls to Patient Navigation Center
Legacy IVR lacked EHR integration, personalization, and self-service
Overwhelmed agents + frustrated patients = long wait times, inefficiency

Solution

24/7 AI Voice Agent deployed within 8 weeks
Custom “confident, calming, efficient” persona
Multilingual support (English, Spanish, Vietnamese, Mandarin, Korean)
Epic EHR integration for automated appointment management, Rx refills, MyChart help

Results

100% of inbound calls answered by AI agent
Rapid deployment: Live in <3 months
24/7 automated self-service = improved patient satisfaction
Frees up staff for complex needs

Transforming Patient Engagement with AI-Powered Outreach

Improving Patient Response, Agent Productivity, and Annual Revenue Impact

Challenge

40–50% of open medical orders unfilled
Low patient engagement from SMS, email, and human agent calls
IVR & chatbots failed to manage complex workflows
High operational costs, low ROI on outreach efforts

Solution

AI-powered conversational agents integrated with EMR
Automated outbound calls to close care gaps
Natural language, multilingual support, seamless human handoff
Real-time insights, analytics, and continuous optimization

Results

Patient Engagement

60%+ patient response rate
43% agreed to live scheduling transfers
Improved patient satisfaction & access

Operational Efficiency

7.8x increase in agent productivity
12x reduction in cost per interested patient ($19 → $1.50)
Streamlined workflows and reduced call handle time

Revenue Growth

$11M+ annual revenue impact
37,000 new appointments/year
66% conversion rate on staff-transferred calls