Case Study: Affordable Care achieves 90%+ FCR and saves 2,000+ hours with Observe.AI VoiceAI

First Deployment of VoiceAI Agents Saves Affordable Care 40 Agent Hours in Week 1

Affordable Care, a nationwide dental care provider serving 400+ practices, wanted to improve its customer experience by replacing a rigid IVR system with a more flexible voice automation solution. The team needed a partner that could deliver reliable, cost-effective deployment without taking on too much implementation risk, and they had already been using Observe.AI for post-interaction analytics to identify the best automation opportunities.

Observe.AI implemented VoiceAI Agents on the Observe.AI platform, enabling Affordable Care to automate high-volume calls like practice directions in just two weeks. The results were strong: a 95% containment rate, 90%+ first-call resolution, and more than 2,000 agent-hours saved per month, with one use case alone saving about 8 hours per day and reducing transfers so agents could focus on more complex, revenue-driving work.

Affordable Care

Manny Noyola

Patient Service Director