Success Stories

AI Automation Slashes Contact Center Costs by 60%

Healthcare technology leader faced contact center costs exceeding $1 million annually, largely due to manual voice message transcription. They struggled to scale efficiently while maintaining quality and adhering to strict PHI and HIPAA regulations, needing a solution for complex inquiries within just three months.

The Challenge

Healthcare technology leader faced contact center costs exceeding $1 million annually, largely due to manual voice message transcription. They struggled to scale efficiently while maintaining quality and adhering to strict PHI and HIPAA regulations, needing a solution for complex inquiries within just three months.

The LucidPoint Solution

LucidPoint partnered with our client to develop a bespoke AI-powered voice-to-text (V2T) solution leveraging AWS cloud services. Using a rapid "swarm" development methodology, we ensured HIPAA compliance and seamless integration with customer’s existing communication platform.‍

The Results

The V2T solution projected annual cost savings of over $1 million (a 60% decrease). Caller wait times were reduced 5X, and 40% of calls were automated initially, with plans to exceed 90% automation within a year. This project reinforced our client’s position as an innovator in healthcare technology.

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