GiftHealth achieves 4X operational efficiency by automating 45% of incoming patient calls with Retell AI
GiftHealth's rapid growth created an unsustainable contact center scaling challenge, with projections requiring up to 2,000 representatives within two years to manage growing call volumes, including after-hours patient support for procedures like colonoscopies.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Script received triggers onboarding
As soon as a prescription script is received, the patient gets a text message and onboarding begins.
Tools used
Retell AI
Outcome
Retell AI delivered 4X operational efficiency, automatically resolving 45% of incoming calls without human intervention. In six months, GiftHealth supported nearly 200% of its patient user base with only 50% of its original operational staff, eliminating the projected need to scale to 2,000 representatives.
What failed first
Building a voice AI solution in-house had previously proven extremely painful and costly, requiring a large engineering team and constant management given the rapid evolution of AI technology.