Case Study: Regina Maria cuts call handling time by 35% with Druid AI agents

Regina Maria cuts call handling time by 35% with Druid

Regina Maria, a large U.S. community healthcare provider, faced significant challenges with its high-volume call center. Patients were calling primarily for routine appointment-related tasks, which created operational bottlenecks, slowed response times, and increased the workload for agents who had to search through fragmented knowledge sources. The organization partnered with Druid to modernize patient access and reduce pressure on its teams.

Druid implemented two AI agents: a patient-facing virtual assistant for self-service appointment management and FAQs via chat and voice, and a staff-facing knowledge assistant within Microsoft Teams. This solution resulted in a 35% reduction in call handling time and automated a high volume of requests, including a 29% rescheduling rate. The initiative also received 90% positive patient feedback, successfully improving efficiency and the patient experience.

Regina Maria