Case Study: Affordable Care boosts revenue and patient engagement with Observe.AI

Affordable Care Boosts Revenue by $8M with AI-Enhanced Patient Interactions

Affordable Care, a dental support company serving more than 500 affiliated dentists, needed a better way to monitor and improve patient interactions across a high-volume contact center handling more than 1.5 million calls a year. Traditional manual QA was too limited to consistently track service quality, identify coaching opportunities, and improve appointment scheduling. To address this, Affordable Care partnered with Observe.AI and used its Conversation Intelligence platform, along with Auto QA and Coaching.

With Observe.AI, Affordable Care analyzed call “Moments” such as paraphrasing, appointment offers, and probing questions to understand what drove better outcomes and to coach agents more effectively. The company improved its average appointment scheduling rate from 48.4% to 54%, a 11.7% increase, which helped generate an estimated $8 million in incremental revenue. Patient attendance rose 17%, post-call satisfaction scores increased 8%, and refresher training led to an 80% improvement in critical performance areas.

Affordable Care

Emmanuel Noyola

Director of Patient Services