Case study · Healthcare

    10–15% more patients served. 35% fewer no-shows.

    A leading US healthcare provider chain deployed an AI agent for 24/7 patient onboarding and appointment scheduling. Throughput up; no-shows and admin burden down.

    Industry
    Healthcare / patient services
    Region
    United States
    Size
    500+ employees
    Stack
    Cursor · Databricks · LLM APIs
    Engagement
    12 weeks build

    Results

    Data-driven outcomes.

    10–15%

    Increase in patients served

    85%

    Reduction in scheduling wait times

    35%

    Fewer no-shows

    40%

    Less admin staff burden

    The challenge

    Manual scheduling was leaving patients behind.

    1. 01

      Scheduling was handled manually by call center staff, with peak-hour hold times exceeding 30 minutes just to book an appointment.

    2. 02

      No-show rates averaged 18–22%, costing the provider network millions in lost revenue and wasted provider time across hundreds of locations.

    3. 03

      Patient onboarding required paper forms or clunky web portals, leading to incomplete data, duplicate records, and delays at point of care.

    4. 04

      Follow-up scheduling was inconsistent. Many patients fell through the cracks, missing critical post-visit appointments.

    The solution

    Four pillars of intelligent patient services.

    01

    24/7 AI conversational intake

    An LLM-driven agent handles patient onboarding through natural conversation — chat, phone, or portal. Demographics, insurance, and history collected without forms or hold times.

    02

    Intelligent appointment matching

    The agent cross-references provider availability, patient preferences, location, and urgency to book optimal slots in seconds. No back-and-forth.

    03

    Databricks-powered patient data pipeline

    All patient data flows through Databricks for real-time cleansing, de-duplication, and enrichment. HL7/FHIR feeds normalized and pushed to downstream systems.

    04

    Smart reminders + no-show prevention

    Multi-channel reminders (SMS, email, push) with escalating nudges. The system predicts no-show risk and proactively offers rescheduling.

    "Our call center used to be the biggest bottleneck in patient access. Now the AI agent handles the majority of onboarding and scheduling — staff focus on patient care instead of phone queues."

    Chief Operating Officer

    A Leading US Healthcare Provider Chain

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