Sub-500ms real-time conversational AI voice agent handling 12,000+ monthly inbound patient calls and triage.
Client
Project Type
Region
Duration
The Problem to Solve
OmniCare's call centers faced peak volume surges where patients waited up to 25 minutes to schedule appointments, confirm prescription refills, or get triage guidance, driving patient dissatisfaction and high staff burnout.
Engineering & Strategy
We engineered an ultra-low-latency voice AI pipeline integrating WebSockets, Whisper speech-to-text, Claude 3.5 reasoning, and ElevenLabs neural text-to-speech with direct SIP trunking into their telephony provider.
Delivered Results
Over 78% of routine inbound calls are now resolved autonomously in natural, human-sounding voice conversations without waiting on hold, while urgent cases trigger instant warm transfers to triage nurses.
Delivered Scope & Key Capabilities
Direct SIP trunking integration- Sub-500ms voice pipeline
- Real-time interruption handling
- Electronic health record (EHR) sync
- Warm live-agent transfer protocols
- HIPAA-compliant audio logging
Real Results Delivered for OmniCare
Key operational milestones and performance indicators achieved following deployment.
Instant Patient Access
Patients can now reschedule, book appointments, and receive prescription notifications in under two minutes without waiting on hold.
Key Takeaways & What the Client Can Now Do
Automate repetitive customer phone calls with natural, latency-free voice agents.
Handle interruptions and context switches gracefully just like human operators.
Integrate directly into existing PBX, Twilio, and SIP trunking phone systems.
Sync appointment changes directly with enterprise CRM and database systems.
Trigger warm human handoffs with full call transcript context when needed.
