Case Study: Medtronic achieves $6M in cost savings with Teneo AI Agent

How Medtronic modernized patient and clinician experiences across voice and digital channels with Teneo—evolving from early deterministic virtual assistants to secure, compliant agentic AI

Medtronic, a global healthcare technology leader, faced significant challenges with its legacy keypad IVR system, which led to misrouted calls, long wait times, and overwhelmed agents. This was especially critical in their cardiovascular support unit, where patients needed quick access to information on life-saving devices. The company needed to modernize its patient and clinician support across multiple contact centers while ensuring strict security and compliance.

To address this, Medtronic implemented the Teneo platform, starting with a conversational IVR pilot and evolving into a secure, agentic AI solution. Teneo provided advanced troubleshooting, integrated voice-grade NLU, and built-in compliance features like PII scrubbing. The results were substantial, including $6 million in cost savings, 36,000 agent hours saved, a 37% reduction in wait time, and a 55% decrease in misrouted calls. The success with Teneo allowed Medtronic to improve efficiency and scale its support across the organization.

Medtronic