Case Study: Inbound Communication
Case Study: Inbound Communication
Case Study: Inbound Communication
How AI Handled 98% of Inbound Patient Calls for a Regional Primary Care Group
How AI Handled 98% of Inbound Patient Calls for a Regional Primary Care Group
How AI Handled 98% of Inbound Patient Calls for a Regional Primary Care Group
For an Expanding, Multi-Location Primary Care Group in the Southeast
For an Expanding, Multi-Location Primary Care Group in the Southeast
For an Expanding, Multi-Location Primary Care Group in the Southeast
Results
40%
40%
of All Calls Handled
Autonomously
of All Calls Handled
Autonomously
58%
58%
of Calls Intelligently Routed
of Calls Intelligently Routed
98%
98%
Accuracy on Core Tasks
Accuracy on Core Tasks
Results
40%
of All Calls Handled
Autonomously
58%
of Calls Intelligently Routed
98%
Accuracy on Core Tasks
Executive Summary
Executive Summary
A growing regional primary care group in the Southeast was struggling with a high volume of inbound calls that overwhelmed support staff and created long wait times. By implementing Parakeet Health’s AI-powered inbound communication platform, the group successfully handled 98% of patient calls — with the AI autonomously resolving routine requests and intelligently routing complex calls to the right resources.
A growing regional primary care group in the Southeast was struggling with a high volume of inbound calls that overwhelmed support staff and created long wait times. By implementing Parakeet Health’s AI-powered inbound communication platform, the group successfully handled 98% of patient calls — with the AI autonomously resolving routine requests and intelligently routing complex calls to the right resources.
THE CHALLENGE
THE CHALLENGE
An Overburdened Call Queue
An Overburdened Call Queue
An Overburdened Call Queue
The practice’s traditional “all-calls-in-one” queue meant highly trained staff spent most of their day on repetitive administrative tasks like scheduling and answering basic questions. This created a bottleneck: longer wait times for patients, and staff unable to dedicate their expertise to complex care coordination. The process was inefficient and failed to meet patient expectations for quick service.
THE SOLUTION
THE SOLUTION
An Intelligent Inbound Platform
An Intelligent Inbound Platform
An Intelligent Inbound Platform
The practice introduced Parakeet Health’s AI platform as the first point of contact for every inbound call. The system understands each patient’s needs and determines the best resolution path:
The practice introduced Parakeet Health’s AI platform as the first point of contact for every inbound call. The system understands each patient’s needs and determines the best resolution path:
The practice introduced Parakeet Health’s AI platform as the first point of contact for every inbound call. The system understands each patient’s needs and determines the best resolution path:
Autonomous Support
Autonomous Support
For common requests like booking, canceling, or asking about
appointment details, the AI provides answers and completes the task without human intervention.
For common requests like booking, canceling, or asking about
appointment details, the AI provides answers and completes the task without human intervention.
For common requests like booking, canceling, or asking about appointment details, the AI provides answers and completes the task without human intervention.
Intelligent Routing
Intelligent Routing
For complex issues or when a patient asks to speak with a person, the system transfers the call to the appropriate team queue so patients reach the right person without starting over.
For complex issues or when a patient asks to speak with a person, the system transfers the call to the appropriate team queue so patients reach the right person without starting over.
For complex issues or when a patient asks to speak with a person, the system transfers the call to the appropriate team queue so patients reach the right person without starting over.
THE RESULTS
THE RESULTS
Immediate Improvements & Actionable Insights
Immediate Improvements & Actionable Insights
Immediate Improvements & Actionable Insights
40%
of All Calls Handled Autonomously
of All Calls Handled Autonomously
Nearly half of all patient calls managed from start to finish by the AI, significantly reducing routine inquiries handled by staff.
Nearly half of all patient calls managed from start to finish by the AI, significantly reducing routine inquiries handled by staff.
58%
of Calls Intelligently Routed
of Calls Intelligently Routed
The agent followed intelligent transferring rules based on the
practice’s workflow and patient intent, ensuring callers reached the correct team member.
The agent followed intelligent transferring rules based on the
practice’s workflow and patient intent, ensuring callers reached the correct team member.
98%
Accuracy on Core Tasks
Accuracy on Core Tasks
For administrative workflows including scheduling, cancellations,
and FAQs, the system performed with near-perfect accuracy.
For administrative workflows including scheduling, cancellations,
and FAQs, the system performed with near-perfect accuracy.
40%
Actionable Insights
Actionable Insights
By isolating calls where the agent struggled (fewer than 5%), the system provided clear data for continuous improvement.
By isolating calls where the agent struggled (fewer than 5%), the system provided clear data for continuous improvement.
Ready to Transform Your Inbound Patient Communication?
Ready to Transform Your Inbound Patient Communication?
Ready to Transform Your Inbound Patient Communication?
See how Parakeet Health can handle your call volume with AI — and only pay for resolved outcomes.
See how Parakeet Health can handle your call volume with AI — and only pay for resolved outcomes.