AI Call Handling for Better Care

Intro

At a Glance

• Organization: Primary Healthcare Provider
• Challenge: Growing call volume leading to missed calls and lost opportunities
• Solution: AI Agent to handle basic and routine requests such as medication refill requests, taking messages and answering basic questions
• Result: Saving the team more than 11 hours per week on the phone

About Olive Health

Olive Health, a primary care provider in the healthcare industry, operates in a fast-paced patient-facing environment where responsive client and prospect communication directly impacts care delivery and business growth. The organization relies heavily on phone-based interactions to serve its clients and manage incoming inquiries.

The Challenge 

Before adopting net2phone's AI Agent, the company managed all client and prospect interactions through manual, in-house staff, including a dedicated receptionist and team members who fielded calls and texts directly. As inquiry volume grew, this approach became unsustainable. The single biggest challenge centred on difficulty handling increased volume, which led to missed calls and lost opportunities. With staff stretched thin across competing priorities, the company needed a way to capture every interaction without expanding headcount or sacrificing responsiveness.

The Solution

The company has addressed its core pain point of missed calls and missed opportunities through the implementation of net2phone's AI Agent. This Agent handles medication refill requests, takes messages for providers about patient hospital admissions and discharges, and answers basic patient questions while directing them to our website for forms.

The always available AI agent ensures that prospects and clients reach a responsive point of contact even during peak demand. As the company noted, the decision to go with net2phone came down to "superior AI capabilities and natural language processing," which continue to deliver the conversational quality needed in a healthcare setting where clear, professional communication is essential.

By converting a manual, capacity-constrained process into a scalable automated channel, the healthcare provider has strengthened both operational efficiency and client responsiveness without adding staff.

The Impact

The net2phone AI Agent now handles between 25% and 49% of all client and prospect interactions, absorbing a substantial share of the volume that previously overwhelmed in-house staff. This shift saves the internal team an estimated 11 to 15 hours per week, freeing receptionists and team members to focus on higher-value patient and business activities rather than fielding every incoming call.

"I've enabled our net2phone AI Agent to handle medication refill requests, take messages for providers about patient hospital admissions and discharges, and answer basic patient questions while directing them to our website for forms. It's really streamlined our workflow by capturing these routine tasks so my staff can focus on completing the action items rather than constantly answering phones."
~ Joel G. Operations, Olive Health

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