AI Virtual Assistant
with AI Automation
Transforming Healthcare Through Virtual Assistants — Business Integrity Services (BIS) implemented BIS Voice, an AI-powered Virtual Assistant creating a structured, scalable and interactive patient engagement system.
The Challenge
Long Hold Times
Patients calling with questions about appointments, scheduling, or clinic information were routed to a queue where wait times often exceeded 10 minutes, with average waits reaching 57 minutes.
Unassisted Patients
With limited staff capacity, many patient calls were lost entirely due to wait times, leaving patients frustrated and with a negative impression of the healthcare organization.
Voicemail Overload
High voicemail rates, accounting for 40–60% of outbound calls, led to accumulating messages and inconsistent, delayed follow-ups.
Dropped Transfers
60% of transferred calls reached a clinic where no one picked up, driving high call volume and pushing patients away from the organization due to a lack of available resources.
The BIS Voice Solution
Intelligent Call Handling
BIS Voice handles 100% of call scenarios without fatigue, scheduling appointments, answering FAQs, and providing clinic and provider information around the clock.
Zero Missed Calls
Every incoming call is answered and handled, ensuring no patient is left waiting in a queue or routed to voicemail.
Increased Patient Scheduling
An increase in patients scheduled, with all required patient information collected upfront — eliminating the need to call patients back for missing details.
Consistent Engagement Over Time
Patient response improves over time through consistent, reliable engagement, building trust in the organization's communication.
Transfer to Live Agent
15–30% of connected calls are transferred once BIS Voice confirms it cannot fully assist the patient, reducing agent time on non-productive calls by 40–60% and improving efficiency during live interactions.
Measurable Business Impact
3–5× increase in daily patient outreach capacity
35–50% improvement in agent productivity
Coverage increased from 25–30% to 90–100%, with no missed calls to the main line
30–50% increase in productive talk time per agent
25–40% reduction in cost per collected dollar
Business Impact
Increased Patient Reach
Coverage grew from 25–30% up to 90–100%, with no missed calls to the main line, ensuring every patient gets a response.
Improved Agent Productivity
Agents now focus only on high-value conversations, with productive talk time increased by 30–50% and calls per agent increased 2–3×.
Reduced Idle Time
Agent idle time reduced from 20% down to under 10%, as BIS Voice absorbs routine and repetitive call volume.
Cost Optimization
25–40% reduction in cost per collected dollar, with reduced need for additional hiring despite increased call volumes.
Higher ROI Per Agent Hour
With low-value calls absorbed by BIS Voice, every agent hour is directed toward complex, high-value patient interactions.
Why This Model Works
"Touch every patient consistently and intelligently."
Consistency
100% follow-up adherence vs. manual gaps, ensuring every patient interaction is handled the same way, every time.
Speed
Immediate and repeated engagement means patients are never left waiting in a queue for answers.
Precision
Only complex calls are transferred to a live agent, keeping human attention focused where it matters most.
Persistence
BIS Voice never drops a call, and always tries to answer to the best of its ability before escalating.
Data-Driven Optimization
Continuous improvement in contact strategy, driven by ongoing analysis of call outcomes and patient responses.
Strategic Outcome
From long wait times, inconsistent answers, and inefficient scheduling — into a proactive, intelligent, always-on scheduling experience.