Case Study: Southwest Medical Imaging achieves 20% more calls answered with Replicant

Southwest Medical Imaging Answers 20% More Calls With Replicant

Southwest Medical Imaging (SMIL), a healthcare provider with 17 outpatient centers, faced high call volumes, long hold times, and abandonment rates between 19% and 30%. To improve appointment-related service requests, SMIL turned to Replicant’s customer service AI to help automate common tasks like appointment confirmations, cancellations, and FAQs.

Replicant implemented a Thinking Machine that fully automated appointment cancellations and confirmations, integrating directly with SMIL’s systems so canceled slots opened in real time. As a result, SMIL’s agent answer rate rose from about 73% to over 90%, abandonment dropped to as low as 5%, and Replicant now answers about 700 calls per day while enabling agents to handle 20% more calls.

Southwest Medical Imaging (SMIL)

Kim Wyszynski

Director of Contact Center