AI VOICE AGENT | Inbound and Outbound Patient Outreach at Scale
Inbound and outbound AI voice agents for care-gap and billing outreach, answering faster and reaching 85% of targeted patients
BACKGROUND
A multi-location healthcare provider network coordinates patient communication across its care locations, with phone outreach serving as a primary channel for both clinical and administrative follow-up. Its teams manage inbound patient questions alongside outbound appointment reminders, care-gap outreach, and billing conversations. Together, these touchpoints help patients stay informed, navigate next steps, and remain connected to the network throughout their care.
THE OPPORTUNITY
As patient volume grew, call demand grew with it, while capacity remained tied to staffing. Long holds, unfinished outreach lists, and routine calls consumed staff time, resulting in abandoned calls, missed visits, and constrained conversion revenue. The patient experience was suffering as a result, and revenue was being left on the table from the limited phone bandwidth.
OUR APPROACH
Ajaia designed, built, and tuned the voice agents in five stages.
THE SOLUTION
AI voice agents that answer inbound calls and work outbound lists naturally, at whatever volume arrives.
RESULTS
Average pickup time fell by 2.5 minutes, meaning inbound patients get answers before they give up and hang up. A quarter of eligible cases, 25%, are handled autonomously from greeting to resolution, with no staff involvement at all. Because outreach now reaches 85% of patients on targeted lists, conversions improved 30%. Outreach is no longer limited by the day's schedule. Staff spend their phone time on conversations that need judgment, and the network reaches 85% of its targeted panel without adding call-center headcount.
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