Explore the full range of solutions Helpware divisions provide:
Explore the full range of solutions Helpware divisions provide:
Healthcare company uses AI assistant to reduce peak agent headcount 13% and call length 23% without impacting support quality.
Our client is a specialized healthcare technology company whose platforms and services simplify compliance and enhance the Medicare Advantage member experience.
Helpware has supported the client since 2022 across five (5) key operational areas:
Helpware maintains a steady team of 75 English-speaking agents in the Philippines, historically scaling to 450 during peak holiday seasons from September to December.
During peak season, the client scaled its voice support team to 450 agents. Every agent had to manually confirm each member’s name, date of birth, and account details before resolving their issue.
It worked—but it wasn’t fast.
Manual intake dragged out every call. Longer handle times created longer queues. That meant slower resolutions and growing labor costs.
The client needed a faster way to verify members—one that reduced call time, kept service quality high, and avoided adding more headcount.
Helpware introduced Aiden, a custom-built, AI-powered virtual assistant that speeds intake and reduces agent workload.
Aiden handles the first step of every call by collecting and verifying the caller’s name, date of birth, and account ID through AI-driven conversation. Once Aiden verifies the member, it sends the call straight to a live agent, eliminating repetitive steps.
This powerful tool enabled us to manage more calls with fewer agents during peak periods.
In the 2024 peak season, our client required only 390 agents, down from 450 the previous two years. Helpware maintained the same high-quality service while driving operational efficiency through intelligent automation.
Specifically, by using Aiden we cut 40 seconds from each call—a 23% drop—which reduced peak staffing needs by 13%. Call quality remained high, and volume stayed manageable.
