Case Study: Médis reduces unnecessary urgent care visits with Infermedica’s AI-powered Call Center Triage

Reducing unnecessary urgent care visits with improved AI-powered Call Center Triage solution

Médis, Portugal’s most recognized health insurer, needed to modernize its long-running clinical contact center triage process. Its previous decision-tree-based system was reliable but technologically outdated, difficult to update as clinical knowledge changed, and not optimized for nurses’ workflow. Médis partnered with Infermedica and adopted its Call Center Triage solution to improve user experience, clinical adaptability, and the quality of triage recommendations.

Infermedica implemented an AI-powered, cloud-based Call Center Triage platform in Médis’ Clinical Contact Center to guide nurses from symptom intake to care recommendations. In the first 12 months, the solution was used in about 24,000 triage processes and covered 99.4% of reported symptoms. The deployment helped reduce unnecessary urgent care visits, increased self-care recommendations, improved nurse and client experience, and expanded triage capabilities, including pediatric cases and deeper integration with Médis’ systems.

Médis

Henrique Figueiredo

Innovation Project Manager