Luma Health

High-volume patient calls, handled reliably.

Luma Health selected Interactly to power the speech and telephony layer behind its patient voice AI, enabling reliable, bilingual conversations at enterprise scale while keeping its proprietary AI models in control.

industry

Patient Access Platform

organization

Luma Health

deployment

AI Voice Infrastructure

PRODUCTS

Voice AI

Speech-to-Text

Text-to-Speech

Call Orchestration

Telephony Infrastructure

150K+

Patient calls per month

95%

Inbound calls

EN + ES

Bilingual conversations

3–4×

Planned scale increase

THE CHALLENGE

Reaching every eligible member, on deadline, without hiring.

Luma Health powers patient access for healthcare providers, handling appointment scheduling, confirmations, transfers, and other patient interactions at scale.

Supporting approximately **150,000 patient calls every month**, the platform required a speech infrastructure capable of delivering consistently reliable voice experiences with low latency and enterprise-grade uptime. Their previous speech provider introduced repeated downtime, creating unacceptable risk for patient access.

Luma needed a speech and orchestration platform that could reliably power every patient conversation while allowing them to retain complete ownership of their conversational AI models.

HOW INTERACTLY SOLVED IT

One platform, every outreach workflow.

Interactly became the real-time speech and telephony infrastructure behind Luma's voice AI platform. While Luma continues to own its proprietary conversational intelligence, Interactly provides the speech layer that powers every conversation—from answering calls and transcribing speech to generating responses and orchestrating telephony.

Real-time Speech-to-Text (STT)

Natural Text-to-Speech (TTS)

Low-latency call orchestration

Enterprise telephony infrastructure

English & Spanish conversations

Model-agnostic architecture

Inbound & outbound call routing

EVERY CONVERSATION FOLLOWS THE SAME PATH

From detect to resolve, on every member.

Connect

Interactly answers or places inbound and outbound patient calls through its telephony infrastructure.

Transcribe

Patient speech is converted into text in real time using low-latency speech recognition.

Understand

Luma's proprietary conversational AI processes the request, reasons over the conversation, and determines the next action.

Respond

Interactly converts AI responses into natural speech with real-time text-to-speech.

Resolve

Conversation outcomes are captured automatically, while complex interactions are seamlessly handed off to human staff when required.

Outcomes

Platform performance

Patient calls handled

150,000 per month

Inbound traffic

95%

Outbound traffic

5%

Languages supported

English & Spanish

Call duration

1–2 minutes

Planned platform growth

3–4× current volume

Operational impact

Voice reliability

Materially fewer incidents than previous provider

Platform consolidation

Luma migrating all voice traffic to Interactly

Architecture

One speech and orchestration layer for all calls

AI ownership

Luma retains full control of its proprietary models

WHAT CHANGED

The operational shift after deployment.

Every patient call now runs through a single enterprise-grade speech and telephony platform.

Luma retained complete ownership of its conversational AI while replacing only the speech infrastructure.

Reliability improved significantly compared to the previous voice provider.

English and Spanish conversations are supported through the same deployment.

The platform now supports both inbound patient access and outbound engagement workflows.

Interactly is positioned to support Luma's planned **3–4× increase in call volume** without architectural changes.

Customer perspective

"Their intuitive platform is like adding an entire team overnight. It adapts to our workflows, scales with our needs, and helps us deliver for providers and patients faster than ever."

Aditya Bansod

Co-founder & CTO, Luma Health

Ready to reduce patient no-shows?

See how Interactly automates reminders, confirmations, scheduling, and patient outreach to improve attendance, recover revenue, and reduce operational workload.

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