Cloud EHR Company Boosts Customer Support Efficiency with AI Agent
A major provider of cloud-based Electronic Health Records (EHR) for home-based and long-term care improved its customer support responsiveness by implementing an AI agent platform. With rapidly increasing customer inquiries, the company needed to scale service availability and reduce response times. By leveraging Azure AI and DRUID AI's agentic platform, they deployed an AI agent capable of providing prompt, accurate answers to healthcare customer questions, handling escalations and managing complex workflow routing. The agent's knowledge base draws on comprehensive documentation and learns from each interaction, improving support consistency over time. This implementation allowed the company to deliver 24/7 support, enhance customer satisfaction, and allow human support staff to focus on complex cases. The solution resulted in increased operational efficiency and a more reliable, continuous customer support experience. Continuous improvement is supported by data-driven feedback from agent interactions, fueling optimization of both automation and human workflows.
- Organization
- A major provider of cloud-based Electronic Health Records (EHR) software for home-based and long-term care
- Industry
- Healthcare
- Location
- Global
- Published
- April 2025
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1Customer Support Automation with Agentic AI
- 2Intelligent Inquiry Routing and Escalation
- 3Dynamic Knowledge Base for Healthcare Support
- Customer support could not scale to meet growing inquiry volume.
- Long wait times and irregular support hours reduced satisfaction.
- Human agents overburdened by repetitive or easy questions.
- Support knowledge base was hard to keep current and consistent.
- Escalation and issue tracking relied on manual, sometimes error-prone processes.
- Implemented an AI agent using DRUID AI and Azure AI to answer customer inquiries.
- Provided 24/7 automated support, allowing fast response to common questions.
- Enabled intelligent workflow routing and escalation of complex cases to human staff.
- Created a dynamic knowledge base for improved and consistent answers.
- Applied machine learning for ongoing optimization of responses and automation.
- Delivered 24/7 support coverage to customers.
- Reduced agent workload, freeing staff for more complex tasks.
- Increased overall customer satisfaction scores.
- Streamlined escalation and resolution workflows for complex service issues.
Implementation partners1
Sources & evidence1
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