Dental
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Summary
Benevis LLC, a dental practice management company serving 1.2 million patients annually, partnered with IntelePeer to resolve call center inefficiencies affecting Medicaid patients. Facing high call volumes and extended wait times, Benevis implemented IntelePeer’s SmartAgent AI platform.
Challenge
Benevis LLC, a leading provider of dental practice management services, faced mounting challenges in managing high call volume, particularly for Medicaid patients. With over 1.2 million patient visits annually relying on a call center, inefficiencies in scheduling led to long wait times, frustrated patients, and increased operational costs. Benevis needed a solution to automate routine interactions without sacrificing the patient experience.
Solution
IntelePeer, a full-stack conversational AI provider, partnered with Benevis to introduce SmartAgent, an advanced AI-driven automation solution. The initiative began with an intent study to identify automation opportunities. The study revealed that:
- 61% of calls were about appointments, an ideal use case for AI-driven automation.
- Only 13% of calls required a live agent, meaning most interactions could be automated.
- AI had the potential to deliver $1M+ in annual savings while improving patient service.
IntelePeer designed a phased implementation approach, starting with AI-automated appointment scheduling. By leveraging AI, SmartAgent provided real-time scheduling, rescheduling, and confirmation capabilities – reducing the burden on live agents and improving efficiency.
How they used IntelePeer’s CAP
Integration of IntelePeer’s Communications Automation Platform (CAP) was executed seamlessly within the pharmaceutical company’s operations. The incorporation of CAP was facilitated through the utilization of the intuitive omnichannel workflow builder, SmartFlows™. This streamlined their existing business processes and propelled the organization towards unparalleled operational efficiency.
The combination of hyper-automation and AI within IntelePeer’s CAP allowed the pharmaceutical company to not only meet but significantly exceed their operational benchmarks. The company experienced immediate cost savings and positioned itself to manage customer feedback and decrease their call resolution time to address customer needs more efficiently.
Driving enhanced customer experiences and operational efficiencies
Empower your business with IntelePeer’s hyper-automation and AI solutions to stay ahead of customer service challenges and enhance revenue streams.
Result
Within months of implementation, Benevis saw significant improvements in operational efficiency
and customer satisfaction. Key results included:
Reduced Call Center Load
Automation handled most routine inquiries, allowing live agents to focus on complex cases.
Faster Service & Lower Costs
Appointment scheduling automation cut patient wait times and saved Benevis hundreds of thousands of dollars in operational expenses.
Seamless Integration & Scalability
IntelePeer’s AI seamlessly integrated with Benevis’ existing systems, allowing for future automation expansion.
IntelePeer’s conversational AI and automation delivered a tangible ROI empowering Benevis to modernize its call center operations, reduce costs, and enhance patient experience – all while ensuring data security and compliance.
The above summary is an excerpt of a case study led by Neha Mittal and Munir Mandviwalla for the Institute for Business and Information Technology (IBIT) at Temple University. The case has been accepted for publication by Ivey Publishing, a leading case publisher in over 136 countries.
For more information contact IntelePeer at intelepeer.ai or IBIT at ibit.temple.edu