MDS — MDS Healthcare IVR Humanization

The Challenge

MDS operates a high-volume patient-facing call center handling appointment scheduling, prescription inquiries, and general healthcare navigation. Legacy IVR systems frustrated patients with rigid menu trees, long hold times, and zero ability to handle natural language — resulting in high call abandonment rates and poor patient satisfaction scores.

The Solution

We deployed a conversational AI IVR layer that intercepts inbound calls before they hit the legacy system. The AI agent understands natural patient intent ("I need to reschedule my appointment" or "I want to refill my prescription"), routes intelligently, and handles the most common request types autonomously with zero wait time.

The Results

The POC was delivered in under 2 weeks and demonstrated measurable patient satisfaction improvement within the first month. The success of the POC has positioned MDS for a full production rollout with expansion into outbound appointment reminders and prescription follow-up.

• ▸$45K initial POC contract value
• ▸$100K+ full deployment potential identified
• ▸60% of inbound intents handled autonomously in POC
• ▸Zero hold time for routed calls

"The difference between our old phone tree and the AI agent is night and day. Patients don't hang up anymore."