Case Study: J&B Medical Supply Automates 75,000 Monthly Conversations with SmartAction AI Virtual Assistant

Leading Healthcare Company Automates 75,000 Conversations Per Month with AI Virtual Assistant Service

J&B Medical Supply, a healthcare provider of medical and surgical products, needed a better way to manage high call volumes while staying HIPAA compliant. Rising live agent costs, agent churn, and a complex three-factor authentication process made it difficult to efficiently handle routine customer service calls. J&B turned to SmartAction’s AI-powered virtual assistant service for call centers to help automate these repetitive conversations.

With SmartAction, J&B Medical Supply automated more than 10 call types, including order status, reorders, authentication, and collections, while maintaining a HIPAA-compliant experience. The solution achieved a 96% engagement rate, a 70% authentication rate, and a 60% decrease in customer effort, while automating about 75,000 conversations per month and delivering 65% monthly savings.

J&B Medical Supply

Stephen Shaya

Chief Executive Officer