Case Study: Regina Maria achieves 24/7 multilingual urgent care self-service with Druid AI agents

Regina Maria delivers 24/7 patient self-service and cuts avoidable calls with Druid

Regina Maria, a national urgent care provider, faced challenges in helping patients quickly find trusted healthcare information online using their own natural language. Their website contained a vast amount of content, but users struggled to navigate it, especially when feeling unwell or using non-clinical terms. This led to increased pressure on their call centers. They partnered with vendor Druid to deploy a conversational AI agent to act as a 24/7 digital front door and improve access to care.

Druid implemented an AI virtual assistant powered by Microsoft Azure OpenAI that allows users to ask questions in plain language and multiple languages. The solution provides governed responses based only on the provider's approved content, ensuring safety and trust. For Regina Maria, the Druid AI agent reduced avoidable calls to contact centers and provided valuable real-time analytics into patient needs to further improve their services.

Regina Maria