Case Study
Overview
A large physician group practice partnered with Innoira to deploy an AI-powered virtual assistant handling patient appointment scheduling, prescription refill requests, and general health inquiries 24/7—transforming the patient experience.
BUSINESS CHALLENGES
- Call center overwhelmed with 3,000+ daily calls, leading to long hold times
- After-hours patient inquiries went unanswered until next business day
- Staff spending significant time on routine scheduling and refill requests
- Patient satisfaction scores declining due to access and responsiveness issues
SOLUTION IMPLEMENTED
- Deployed conversational AI chatbot across web, mobile app, and SMS channels
- Integrated with EHR for real-time appointment availability and prescription status
- Natural language understanding for symptom-based appointment routing
- Seamless handoff to live agents for complex inquiries with full context transfer
Impact Delivered
65%
Call Volume Deflection
Routine inquiries handled by AI assistant
+32%
Patient Satisfaction
Improvement in access and responsiveness scores
40%
After-Hours Engagement
Of all interactions occurring outside business hours
-28%
Appointment No-Shows
Through automated reminders and easy rescheduling