Transforming an overwhelmed hospital call center into an efficient, multilingual, 24/7 patient support operation with zero compromise on care quality.
The medical center was facing a critical patient communication bottleneck, overwhelming agents and causing patient satisfaction scores to decline across all departments.
Processing 1,800+ inbound calls daily across appointments, refills, and lab inquiries with only 12 agents on staff.
Agents spent 65% of their time on scriptable inquiries that required no clinical judgment, driving hold times above 8 minutes.
Patient satisfaction for phone interactions dropped to 61% over two years due to long hold queues and staff exhaustion.
High regional diversity required agents who could fluently switch between Urdu, Punjabi, Sindhi, and English in real time.
Teknoloje deployed a custom multilingual Voice AI solution integrated directly with the hospital's electronic health record system, Coherent HIS.
Powered by Retell AI and ElevenLabs natural voice synthesis, the agent resolves 80% of routine inquiries autonomously while executing an immediate clinical escalation protocol for emergencies.
Two weeks analyzing historical recordings, mapping intent categories, and isolating the 15 call flows that accounted for 80% of volume.
Built with Retell AI and ElevenLabs with distinct voices for each language and an 8-second handoff protocol for complex cases.
Direct REST API connection with Coherent HIS enables real-time clinician slot lookup, booking, and cancellation without human staff.
A clinical escalation layer detects any mention of emergency symptoms, routing urgent callers to on-duty nursing staff instantly.
A 4-week pilot on 200 calls/day with weekly intent retraining based on misclassification analysis, achieving 94% patient satisfaction.
Live across all outpatient clinics, pharmacy refills, lab result inquiries, and automated reminder outreach 24 hours a day.
"We were sceptical that patients would accept a voice AI for something as personal as healthcare. The 94% satisfaction score proved us wrong. The system handles nuance better than we expected, and our staff are finally able to focus on the calls that matter."
Medical Director · Regional Medical Center
Let's talk about how voice AI and EHR integration can streamline your clinical communication and eliminate hold times.