Case Study: Midwest Cardiovascular Institute achieves 1% call abandonment and sub-30-second holds with Basata AI

Midwest Cardiovascular Institute cuts call abandonment to 1% with Basata

Midwest Cardiovascular Institute (MCI), a cardiology practice, faced a significant challenge in handling a high volume of over 1,000 daily patient calls, which led to long hold times and call abandonment. This created administrative bottlenecks that frustrated patients and occupied staff with repetitive tasks instead of patient care. To address this, MCI partnered with vendor Basata to implement its voice AI solution.

Basata's solution involved deploying an AI agent named Ava to answer calls and handle tasks like prescription refills. The implementation was successful, resulting in a dramatic reduction of call abandonment to just 1% and hold times to under 30 seconds. Beyond the voice AI, Basata's end-to-end approach and hands-on team support are now being used to automate other workflows like fax management. This has allowed MCI to redeploy its staff to more meaningful patient-facing work, improving both operational efficiency and the patient experience.

Midwest Cardiovascular Institute (mci)