Case Study: VGM Group improves patient communication and reduces costs with Cognigy AI Agents

VGM Group saves $1.5M and boosts patient service with Cognigy

VGM Group, a healthcare services provider, faced the challenge of managing high-frequency, time-sensitive patient communications for appointments and transportation through its Homelink division. These manual processes were operationally challenging and created strain on customer service teams. To address this, VGM partnered with Cognigy to implement proactive AI agents to automate these critical communications.

Cognigy implemented a network of proactive AI agents that independently manage patient communication journeys, handling reminders and coordination details. This solution generated $1.5M in operational expense savings, reduced turnaround times by a full day, and achieved a customer satisfaction score of 9 out of 10. The efficiencies gained allowed VGM to reassign 30 coordinators to revenue-generating tasks and hit its operational targets months ahead of schedule.

VGM Group