Healthcare
A multi-specialty hospital network with 4 facilities in Telangana was receiving over 1,200 inbound calls per day across its locations. Patient queries ranged from appointment booking and doctor availability to lab report status and prescription queries. With limited front desk capacity, over 30% of calls were going unanswered — and patients were experiencing average hold times of 12-15 minutes. ElidePro deployed a healthcare-specific AI voice agent that handled the majority of calls autonomously, dramatically improving patient experience and freeing clinical staff for higher-value interactions.
The Challenge
The hospital network's front desk teams were managing 5-6 parallel responsibilities simultaneously — walk-in registration, physician coordination, insurance verification, and inbound calls. During visiting hours and procedure days, the phone system was chronically understaffed. Patient dissatisfaction was rising, staff burnout was accelerating, and the hospital was losing new patient registrations to competitors who answered faster. The management needed to increase capacity without increasing headcount.
The ElidePro Solution
ElidePro deployed a multi-department AI voice agent integrated with the hospital's HMS (Hospital Management System). The AI handled appointment booking and rescheduling across all departments and doctors, provided real-time doctor availability, gave patients their lab report status by verifying their patient ID, answered pharmacy queries on medication availability, directed callers to the correct department or ward, and routed emergency or urgent clinical queries immediately to the nursing station.
Results After 60 Days
The AI successfully automated 70% of all inbound patient calls. Call answer rate improved from 68% to 100%. Average patient wait time on hold dropped to zero for standard queries. Front desk staff workload reduced by 55%, enabling them to focus on in-person patient care quality. Patient satisfaction scores improved from 3.4 to 4.5 out of 5. The hospital estimated an annual saving of ₹36 lakhs in operational costs while simultaneously improving service capacity.
Key Use Cases Automated
Appointment scheduling and rescheduling across all departments, doctor availability and consultation timings, lab and diagnostic report status by patient ID, prescription query routing to pharmacy department, insurance and billing department transfer, general hospital information — timings, visiting hours, location, bed availability status updates, post-discharge follow-up and medication reminder calls.
Why ElidePro for Hospitals
Healthcare AI requires a higher bar of accuracy, empathy, and safety. ElidePro's voice agents are built with healthcare-specific conversation logic that handles sensitive patient interactions appropriately — always escalating clinical questions to trained staff rather than attempting to answer them autonomously. The system is designed to augment clinical teams, not replace them — freeing human capacity for the moments that genuinely require human judgment and care.