How DocsDerm Group Optimized Patient Call Center Operations

To improve efficiencies, customer satisfaction and call center staff workload, AIT reimagined the patient engagement experience with AI.

• Client: DocsDerm Group
• Industry: Healthcare
• Work Category: Hyper Automation & Managed Services, Data & AI

The Challenge

The DocsDerm Group Call Center was overwhelmed with calls and patient communication needs. Their technology lacked intelligence, automation and seamless integration to better enable them to work efficiently and/or focus on higher-value interactions.

The opportunities posed to AIT:

• Over 60% of calls were appointment related
• Call drop rates and inconsistent patient experiences were high
• There was limited after-hours support or capabilities
• High operational costs existed with cumbersome manual follow-up workflows

The AIT Solution

The AI Thinkers team partnered with DocsDerm Group to reimagine the patient experience using AI-driven call automation and conversational IVR. The solution included:

• Integrated Conversational Engine to automate appointment triage and resolution using AI
• A Connected technology stack to integrate PolyAI, Twilio, Flex, Five9 and NextPatient’s API for real-time scheduling
• Utilized PowerBI dashboards to track AI performance metrics

Results & Outcomes

DocsDerm saw significant impact on call center operations with the implementation of the new solution. It was transformed into a smart, automated patient communication hub with faster resolutions, lower labor costs and improved patient satisfaction.

• Live Agent calls decreased 40%
• Call Drop Rate decreased 6%
• Appointment Confirmation time went from 5-10 minutes for a representative to being completely AI-handled

AIT’s Conversational AI framework serves as the blueprint for scalable patient engagement during rapid business growth.