What challenges did Genzeon face before AI implementation?

Healthcare providers faced inefficient patient communications and high administrative overhead. Patients struggled with fragmented communication channels and inconsistent responses. Staff resources were stretched thin, limiting ability to address patient inquiries promptly. Legacy processes limited 24/7 self-service support and digital engagement.

What was the impact of the AI solution?

40% interactive voice response (IVR) containment rate achieved. 47% cost savings per support call recorded. 62% of account access calls resolved without human intervention. Increased patient satisfaction and operational efficiency.

Source

Microsoft

Genzeon transforms patient engagement and healthcare communication

Use case typePatient engagementUpdated Jun 13, 2026

Genzeon has developed and deployed a Patient Engagement Solution (PES) leveraging Microsoft Azure AI, designed to enhance patient communication and streamline administrative processes for healthcare providers. Built on Microsoft Healthcare Agent Services and Azure AI, the platform delivers intelligent omnichannel support across voice, chat, SMS, and email. PES offers 24/7 self-service capabilities for patients, reducing administrative burdens on healthcare staff. The solution includes virtual agents (IVAs) for automating patient interactions, as well as integration with EHR systems like Epic, Cerner, and MEDITECH to facilitate appointment management and prescription refills. Multilingual support and secure, compliant hosting on the Azure Marketplace ensure scalability and reliability for healthcare organizations. Analytics modules provide actionable insights to improve patient adherence and operational efficiency. Key results include a 40% IVR containment rate, 47% cost savings per support call, and 62% of account access calls resolved without human intervention.

Organization: Genzeon
Industry: Healthcare
Location: United States

Reported outcomes

62%

quantified impactAutomation & deflection

40%quantified impact−47%cost

Strategic outcomes

New product / capabilityDeployed omnichannel patient engagement platformNew product / capabilityEnabled 24/7 patient self-service supportNew product / capabilityAutomated appointment and prescription workflowsBetter decisions & insightProvided actionable engagement analytics

Catalog median for automation & deflection deployments: +68% across 125 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1Omnichannel Patient Communication Automation
2Automated Appointment and Prescription Management
3AI-Driven Patient Support Agents

Healthcare providers faced inefficient patient communications and high administrative overhead.
Patients struggled with fragmented communication channels and inconsistent responses.
Staff resources were stretched thin, limiting ability to address patient inquiries promptly.
Legacy processes limited 24/7 self-service support and digital engagement.

Deployed Genzeon Patient Engagement Solution leveraging Azure AI and Microsoft Healthcare Agent Services.
Implemented intelligent virtual agents for omnichannel (voice, SMS, chat, email) communication.
Integrated platform with major EHRs (Epic, Cerner, MEDITECH) for appointment and prescription automation.
Enabled 24/7 multilingual self-service for patients, reducing provider workload.
Provided actionable analytics to continuously enhance engagement strategies.

Technologies

Azure AI Microsoft Azure App Services Azure OpenAI Epic EHR

40% interactive voice response (IVR) containment rate achieved.
47% cost savings per support call recorded.
62% of account access calls resolved without human intervention.
Increased patient satisfaction and operational efficiency.

Architecture

The solution leverages Microsoft Healthcare Agent Services and Azure AI to power intelligent virtual agents, integrated omnichannel communications (voice, SMS, chat, email), and securely connects with leading EHR systems such as Epic, Cerner, and MEDITECH. Analytics are generated from patient interaction data flowing through Azure App Services.

Sources & evidence1

Groundedness: Unavailable

Primary source

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