AI Voice Agents Increase Specialty Care Program Enrollment

RadiantGraph, providers of a proactive care platform for the healthcare industry, recently found that artificial intelligence-powered voice outreach increased appointment completion rates by 3.4 times overall, including a 24.7 times increase among patients who had created an account but not yet scheduled an appointment. It also enabled a nine-times increase in outbound call volume compared to human agents. Equally important, no safety incidents or escalations were identified during the study.

Study members who received AI voice calls were 3.42 times more likely to complete their first appointments than those who did not. AI agents achieved a 23.99 percent answer rate, well above reported industry benchmarks of between 2 percent and 20 percent.

The study by RadiantGraph and Oshi Health, a gastrointestinal specialty clinic, used RadiantGraph AI Voice Studio to deploy conversational AI agents capable of naturalistic dialogue while maintaining strict adherence to conversation flows and clinical guardrails. Voice agents in the study answered nuanced questions, informed members about their personal programs, explained costs, and more without requiring a live representative.

Healthcare research suggests that people might be more willing to discuss sensitive health topics with AI agents vs. actual humans. Platforms like RadiantGraph AI Voice Studio can handle a wide range of healthcare journeys, including chronic disease management, member education, adherence support, and care navigation.

The deployment saved approximately 75 hours of staff time per 1,000 contacts. The member population has increased since then while results continue to hold. Since voice AI agents handled first-order support, the member support specialists at Oshi health experienced a 70 percent efficiency improvement.

"Healthcare has long known that personalized outreach from human care managers improves patient engagement, but scaling those efforts has been difficult and expensive, especially with specialties that require more complex answers and care," said RJ Ellis, lead study author and principal AI scientist at RadiantGraph, in a statement. "This study provides evidence that advanced agents can help close that gap by reaching more patients, increasing appointment completion, and doing so safely alongside existing care teams."

"One of the biggest challenges in specialty care is helping patients take that next step from interest to action," said Dr. Sameer Berry, co-founder and chief marketing officer of Oshi Health, in a statement. "We saw first-hand how effective tailored AI voice outreach can be in engaging patients, when it makes sense at a personal level, while supporting earlier access to care without adding burden to clinical teams."