Case Study: Southwest Medical Imaging reduces wait times and boosts agent capacity with Replicant

SMIL cuts abandonment rate by 20% with Replicant

Southwest Medical Imaging (SMIL), a physician-owned radiology practice, faced long patient hold times and high call abandonment rates due to overwhelming call volumes for routine appointment tasks. Their challenge was to automate these straightforward requests to free up live agents for more complex patient needs. They partnered with vendor Replicant to implement its AI-powered conversation automation for handling appointments.

Replicant implemented AI agents to automate high-volume calls for appointment cancellations and confirmations. This solution handled approximately 700 calls daily, which resulted in a 20% drop in the abandonment rate and a 20% increase in agent capacity. By taking repetitive calls off their plates, Replicant enabled SMIL's agents to focus on higher-value patient support and improved the overall patient experience.

Southwest Medical Imaging (SMIL)