Skip to content 
Healthcare Institution Scales Patient Support 5x with Agentic AI
Overview
A large healthcare institution was struggling to keep up with daily patient inquiries. With over 30 customer service representatives (CSRs) managing more than 300 calls per day, long response times and missed opportunities were becoming common. The organization needed a scalable solution that could manage high volumes of patient questions without compromising on quality or empathy.
That’s when they decided to onboard our Agentic AI Teammate — an intelligent, contextual chatbot designed to handle real-world conversations at scale.
Challenge
Despite having a strong CSR team, the institution faced:
- Overflowing patient queries during peak hours
- Long waiting times for appointment bookings and test inquiries
- High operational costs for support staff
- Limited visibility into common patient needs and pain point.
Solution
We deployed our Agentic AI Teammate directly on their website, fully integrated with their appointment system and service database.The AI was trained on their internal FAQs, diagnostic service details, and booking workflows. Within hours, it began handling live queries with human-like understanding and contextual learning.
- 1500+ patient queries handled seamlessly — 5x the previous daily volume
- Zero downtime and instant responses 24/7
- Automated data insights revealing:
- Most common patient questions
- Average engagement duration
- Service areas needing improvement
- CSR workload reduced by 70%, enabling human staff to focus on complex or emotional cases
Key Highlights
The AI didn’t just answer — it understood context. When a patient said, “I need to get an MRI done,” it followed up with:
“Would you prefer our Commercial Area branch or another location?”Every chat summary was automatically sent to the CSR team for review and transparency.
Managers could now analyze real-time data on user trends, engagement patterns, and service bottlenecks.
Impact
The institution transformed its patient experience almost overnight — from long waits to real-time guidance. Patients found it easier to book tests, ask about availability, and get instant answers. The support team finally had breathing room to focus on meaningful interactions.
This wasn’t just automation — it was a partnership between humans and intelligent systems.
Conclusion
Our Agentic AI Teammate proved that healthcare institutions can deliver faster, smarter, and more personalized service without increasing team size or costs. It’s not about replacing people; it’s about empowering them.
