Case Study: PZU Zdrowie boosts teleconsultation with Infermedica’s AI-powered Call Center Triage

37% of patients directed to teleconsultation with the help of AI-powered technology

PZU Zdrowie, one of the largest private healthcare providers in Poland, needed a way to handle growing call center demand, improve triage quality, and guide patients to the right care more efficiently. To support its medical and non-medical staff, the company partnered with Infermedica and implemented the Call Center Triage platform.

Infermedica’s AI-powered Call Center Triage helped PZU Zdrowie standardize patient interviews, detect urgent cases, and recommend the most suitable care path. In 2019, it directed 37% of patients with new health problems to telemedicine instead of in-person visits, while 33% of patients who planned to see a doctor chose teleconsultation first and 50% of those considering the ER changed their mind; operators also rated the tool 2.98 out of 3 on average.

PZU Zdrowie

Maciej Dobrzyński

Head of Operations