Automating 81% of Patient Inquiries with AI Agents Using Beam

By integrating into Avi Medical's existing systems, Beam’s multilingual AI agents were able to automate 81% of patient inquiries, reducing median response times by 87%, and saving 93% in costs. This led to a 9% boost in patient satisfaction and allowed staff to focus on more complex, higher value, cases.

Key Outcomes

• 81% of patient inquires automated (3,000 tickets a week)

• 87% decrease in median ticket response time

• 9% increase in patient NPS

• 93% decrease in cost

Deep Dive: The impact of AI Agents in Healthcare

Avi Medical, a rapidly growing healthcare provider, was facing a critical challenge. Their patient inquiry volume was skyrocketing, straining their customer service team and impacting response times. The company needed a solution that could automate routine inquiries and free up staff for more complex issues while seamlessly integrating into their existing support environment.

Amid rapid growth, the company needed to maintain its exceptional customer support quality without expanding its support staff. 

The Solution: Multilingual AI Support Agent with Beam

To avoid any disruptions and rapidly provide value, Beam’s agents were designed to seamlessly plug into Avi Medical's existing support infrastructure. Meaning that the agent not only followed the same SOPs (standard operating procedures) as a human representative, but also integrated with the exact same third party software tools that they use.

To further reduce the time taken, the solution was implemented in two parts:

• Phase I: Beam's multilingual AI agent was deployed to handle the most common, high-volume inquiries (approximately 70% of all tickets). This immediately freed up support staff to focus on more complex patient needs.

• Phase II: The AI framework was enhanced to tackle more nuanced questions through advanced integration with multiple external APIs. This enabled the agent to gather comprehensive information and deliver even more accurate and helpful responses.

In-Depth Results of Implementing AI Agents in Customer Service and Healthcare for AVI Medical

• 81% of Patient Inquiries Automated: Routine inquiries were handled efficiently and accurately, allowing the human support team to focus on higher-value interactions.

• 87% Decrease in Median Response Time: Patients received faster answers to their questions, improving their overall experience and satisfaction.

• 9% Increase in Patient NPS: The combination of faster responses and more personalized attention to complex issues led to a significant boost in patient satisfaction.

• 93% Decrease in Cost: The AI solution proved to be far more cost-effective than hiring additional staff, delivering significant savings for Avi Medical.

These results demonstrate the transformative power of AI agents in healthcare and customer support in general. By automating routine inquiries, improving response times, and reducing costs, our solution empowers healthcare providers to focus on what matters most – delivering exceptional patient care.

Are you ready to transform your patient support? Book a call and discover how our AI agents can help you achieve similar results.