healow Genie Cuts Call Abandonment Rate from 9% to 4%

Results

Reduced call abandonment rate by more than 50%. healow Genie answered patient calls before anyone gave up.
2,000+ calls handled in the first few weeks.
Eliminated the need to fill two vacant positions.
Prescription refills handled and documented automatically.

Pinnacle Orthopaedics, a five-location orthopedic group in the Atlanta metro area, was fielding roughly 15,000 patient calls a month with an abandonment rate above 9% and mounting complaints about hold times. healow Genie™, an AI-powered contact center solution, went live in the second week of March and handled more than 2,000 calls within weeks. healow Genie now takes prescription refill requests and routes them electronically to the physician team, and has brought call abandonment rate down to 4%. Call center agents now spend their time on patients calling to schedule and conversion rates on those calls are improving.