Healthcare call center automation that completes the work

Healthcare call centers don't have a talent problem. They have a volume problem. Interactly's AI agents take the repeatable 60 to 80 percent of call volume, scheduling, confirmations, refills, eligibility, outreach, and complete it inside your systems, so your people handle the calls that actually need people.

HIPAA-ready · SOC 2 Type II · Live on the athenahealth Marketplace

What "automation" usually means, and what we mean

Most call center automation is deflection. IVRs that make patients press buttons. Callbacks that ask patients to wait. Chatbots that end with "please call during business hours." The call count drops. The work doesn't. It just moves to tomorrow's queue.

We mean completion. A call is automated when the appointment exists in the EHR, the refill is routed per protocol, the eligibility answer is documented, and the interaction is logged, with no human minutes spent. Hold every vendor to that definition, including us.

Inbound: answer everything, at once

Every call answered on the first ring, concurrently. The 8 a.m. Monday spike and the Tuesday lull cost the same. Scheduling, rescheduling, and cancellations booked directly into athenahealth, Epic, or Oracle Health. Refill requests validated and routed. Common questions answered under your protocols, in 15 languages, around the clock. When a caller needs a human, whether it's a clinical concern, a complex situation, or they simply ask, the handoff carries the full transcript and follows escalation rules you define.

Outbound: the work call centers never get to

Reminder and confirmation campaigns that hold conversations, rescheduling patients on the spot instead of logging a non-reply. Care-gap outreach. Annual Wellness Visit campaigns. Post-discharge follow-up. Recalls. Outbound is the first thing a busy call center cuts and the highest-value thing to automate.

PromiseCare ran that experiment at scale: member outreach across a population of more than 300,000, closing care gaps and driving quality measures. Work that used to consume their call center for a full week now completes in about an hour, and preventive care visits rose 21.5 percent. Same members, same goals, different machinery. Read the case study.

The governance layer, because this is healthcare

An AI agent on your phone lines makes decisions in a regulated environment. Ours makes them inside guardrails. Your clinical protocols and business rules drive every next step. Actions the agent must never take are enforced outside the model. Everything is audited, and humans stay in the loop where your rules put them.

We published this approach, two papers at AAAI 2026 and a benchmark at EACL 2026, so your compliance team can evaluate the method rather than the marketing. HIPAA-ready infrastructure. SOC 2 Type II. BAAs signed. PHI never trains public models.

Numbers your CFO will ask about

Cost per resolved call, not cost per handled minute. Abandonment rate at peak. After-hours resolution rate, which today is your voicemail box. Outbound campaign throughput per FTE. And no-show rate: Capital Nephrology, a specialty group on our platform, cut theirs from 15 percent to 6.6 percent, worth roughly $120K a year.

Across our customers: 3M+ patient interactions completed, 3,000+ providers, 150,000+ conversations a month through a single partner deployment.

Where to start

Not with a big-bang replacement. Pick one workflow, inbound scheduling is the usual first, go live in weeks, measure for 60 days, expand. Your call center staff don't disappear. They move up the stack to the calls that were always supposed to have their attention.

FAQ

Does this replace our existing call center or phone system? No. We work with your existing numbers and telephony, and alongside your team. The agents absorb volume. Your people keep the judgment calls.

How do patients react? The agent identifies itself honestly. What patients notice is that the phone got answered, at 9 p.m., in Spanish, without hold music.

What about payer and value-based care work? The same platform runs member outreach, care-gap campaigns, and transitions of care. That's the PromiseCare deployment above.

How long does deployment take? First workflow live in weeks, additional workflows added incrementally.