Call center ai · Production

GiftHealth achieves 4X operational efficiency by automating 45% of incoming patient calls with Retell AI

The problem

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.

First attempt

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.

Workflow diagram · grounded in source
1
Script received triggers onboarding
trigger
“As soon as we receive the script, the patient gets a text message and we start onboarding”
2
Retell AI as first line of defense
ai_action
“GiftHealth implemented Retell AI as "more or less the first line of defense as a patient touch point"”
3
Knowledge base guides AI responses
ai_action
“We have a knowledge base that we distilled into a prompt”
4
AI resolves or routes to human
routing
“If the AI can answer based on its prompt, then it takes care of it. If not, the call goes to a human.”
5
Critical calls escalated to pharmacist
human_review
“We also have a team of pharmacists because some calls need to be handled by a clinical professional”
Reported 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.

Reported metrics
Operational efficiency4X
incoming calls completely resolved by Retell AI45%
AI maintenance handled by product team90%
Patient user base supported in six monthsnearly 200%
Show all 6 reported metrics
operational efficiency4X
incoming calls completely resolved by Retell AI45%
AI maintenance handled by product team90%
patient user base supported in six monthsnearly 200%
original operational staff retained50%
projected call center representatives (avoided)2,000
Reported stack
Retell AI
Source
https://www.retellai.com/case-study/how-gifthealth-achieved-4x-operational-efficiency-with-retell-ai
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Retell AI delivered 4X operational efficiency, automatically resolving 45% of incoming calls without human intervention.

What tools did this team use?

Retell AI.

What results were reported?

Operational efficiency: 4X; incoming calls completely resolved by Retell AI: 45%; AI maintenance handled by product team: 90%; Patient user base supported in six months: nearly 200% (source-reported, not independently verified).

What failed first in this deployment?

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.

How is this call center ai AI workflow structured?

Script received triggers onboarding → Retell AI as first line of defense → Knowledge base guides AI responses → AI resolves or routes to human → Critical calls escalated to pharmacist.

Related call center ai cases