Case Study: Starkey Hearing Technologies achieves a 17% decrease in cost-per-appointment and 66% reduction in analysis costs with Invoca's AI-powered call analytics

Using AI-Powered Call Analytics to decrease cost per appointment

Starkey Hearing Technologies, a developer and manufacturer of hearing aids, needed a better way to understand high‑intent phone inquiries: prospects research online but typically call to book appointments, and Starkey’s manual call-listening process was costly, slow, and error-prone. The marketing team required an automated, accurate method to classify call outcomes and act on those insights to drive the right types of callers.

Starkey implemented Invoca’s HIPAA‑compliant call tracking and Signal AI to classify conversations into custom categories (appointments set, cancellations, poor experiences), enabling large‑scale conversation analytics. The program cut analysis costs by 66%, reduced average cost‑per‑appointment by 17%, and let Starkey optimize digital spend, reach customers sooner, and personalize experiences to protect long-term patient journeys.

Starkey Hearing Technologies

Dawn Hepper

Director of Retail Marketing