Case Study: Diamond Recovery boosts patient enrollment with PolyAI

Diamond Recovery implement empathetic AI to increase focus on care

Diamond Recovery, a healthcare provider specializing in addiction and mental health treatment across the US, needed a better way to handle growing call volumes as their sites and demand doubled. They wanted to preserve their compassionate, personal approach while managing about 500 calls per day, including sensitive triage, FAQs, and patient information collection.

PolyAI implemented an empathetic voice AI agent integrated with Twilio and Salesforce to answer common questions, gather enrollment details, and triage callers in a calm, humanlike way. The result was a 74% containment rate, 40+ FAQs handled automatically, reduced staff workload, and higher patient enrollment, helping Diamond Recovery scale care without sacrificing service.

Diamond Recovery

Mark Oxley

Chief Technology Officer