Transforming Healthcare with AI: How PerfectServe is Leading the Charge
Erika Simon
Founded in 1997 to solve inefficient patient message handling, PerfectServe has evolved into a fully integrated, cloud-based platform that streamlines clinical communication, automates workflows, and enhances care delivery. Under the leadership of CTO Bob Hackney, the company has embraced AI not just as a tool, but as a strategic pillar for healthcare transformation.
Right Message, Right Caregiver, Right Time
PerfectServe’s mission is simple yet powerful: “Send the right message to the right caregiver at the right time.” This philosophy informs every layer of the platform, from AI-powered nurse call insights to next-gen communication systems that allow clinicians to receive information how and when they need it.
Hackney’s team leverages large language models and conversational AI to uncover deeper insights from data, dramatically improving resource allocation and operational efficiency. In one standout example, AI revealed why response times were inaccurately recorded; shedding light on user behavior rather than system failure.
AI Agents, Scalable Solutions, Real Impact
PerfectServe’s use of AI agents is helping them automate repetitive tasks like password resets and QA testing, freeing human teams to focus on complex work. Developers now use AI tools that have increased efficiency by up to 30%, while customer-facing tools like an Agentic AI call-forwarding service have successfully scaled to manage 60,000+ monthly calls.
Through a deep partnership with LucidPoint, PerfectServe has also migrated its infrastructure to AWS and Google Cloud, enhancing speed, scalability, and security. All crucial in a sector constantly under threat from cyberattacks.
Innovation Through Collaboration
Whether it’s building new features alongside key customers, hosting roadmap summits, or participating in CTO peer forums, PerfectServe’s innovation model is built on co-creation and shared risk. “Every project we embark on starts from the understanding that it has to bring value to our customers or it’s not a successful engagement,” says Hackney.
Want to explore the full story?
Download the full article from AI Magazine July 2025 to discover how PerfectServe is reshaping healthcare communication, one AI breakthrough at a time.
