Case Study: GiftHealth Achieves 4x Operational Efficiency with Retell AI

How GiftHealth achieved 4x operational efficiency with Retell AI

GiftHealth, a technology-driven healthcare platform, faced significant scaling challenges in its contact center operations as it grew rapidly. The company needed to handle a high volume of patient calls without drastically expanding its human representative team, all while providing accurate, doctor-approved information and maintaining the ability to escalate critical issues. After evaluating several options, GiftHealth selected the voice AI platform from vendor Retell AI to address these complex requirements.

By implementing Retell AI's voice agent with a integrated knowledge base, GiftHealth automated a substantial portion of its inbound calls. The solution successfully became the first line of defense, resolving 45-50% of calls without human intervention. This resulted in a 4x increase in operational efficiency and allowed the company to support nearly 200% of its original patient volume with only half of its initial operational staff. Furthermore, Retell AI's easy-to-manage platform enabled GiftHealth's product team, not just engineers, to handle 90% of the AI maintenance.

GiftHealth

John Romano

Chief Executive Officer