The client is an unnamed healthcare organization that IntelePeer describes as a leading healthcare company. Its contact center fields patient inquiries about drug interactions, side effects and prescription refills, and it supports patients with monthly refills and daily medication adherence. Before the project, live agents handled most of these interactions on the organization's existing contact center infrastructure. The document does not give the company's name, size or location.

The healthcare organization struggled to answer patient inquiries efficiently. Patients called for information on drug interactions and side effects, and for help with prescription refills and reminders. Live agents handled almost all of these requests, so patients waited on hold for long periods before getting answers that were often routine. Prolonged hold times were the visible symptom.

The volume of repetitive calls also kept agents from higher-value work, and the cost of handling every interaction by phone added up. At the same time, the organization did not want to rip out and replace the contact center systems it already had in place. It needed a way to automate and personalize patient interactions, shorten hold times and support medication adherence without a disruptive platform migration.

IntelePeer delivered its Communications Automation Platform (CAP), an AI-powered platform that layers automation over an existing contact center. The healthcare company integrated CAP into its business processes using SmartFlows, IntelePeer's omnichannel workflow builder, which let the team automate patient-facing workflows quickly. IntelePeer credits that speed of automation with driving operational efficiency and higher patient satisfaction.

With CAP in place, self-service patient management features handle routine requests such as prescription management and side-effect information, so patients get faster responses without waiting for an agent. IntelePeer's AI-powered automated reminders prompt patients about monthly prescription refills and daily medication adherence. Intelligent routing sends calls that still need a person to the right agent, which lowers communication costs and frees agents for higher-value tasks.

Because CAP integrated with the organization's existing infrastructure, the company modernized its patient experience without replacing its current contact center system. IntelePeer presents the result as a future-ready patient experience built on hyper-automation and AI.

• Substantial decrease in hold times for patients seeking assistance
• AI-powered automated reminders support monthly prescription refills and daily medication adherence
• Intelligent routing lowered communication costs and freed agents for higher-value tasks
• Faster responses to inquiries about prescriptions, side effects and refills
• CAP layered over the existing contact center with no system replacement