Ep.229-Inside the Win: Automating Healthcare Patient Onboarding with Kore.ai

In this edition of Inside the Win focused on Customer Experience (CX), Brent Wilford and Israel Lemprakes from Kore.ai discuss a successful implementation for a healthcare customer. The customer, a rapidly growing sleep business, faced operational challenges due to a manual, multi-step CPAP patient onboarding process involving various systems and human labor. Kore.ai provided an AI outbound agent capable of orchestrating complex workflows, including patient authentication, explaining rental processes, confirming shipping addresses, and updating CRMs like Zoho. Unlike competitors that focused solely on natural voice quality, Kore.ai differentiated itself through its ability to execute transactions and coordinate across multiple platforms such as Microsoft Bookings and Five9. The implementation allowed the customer to scale operations, reduce manual strain, and position Kore.ai as a long-term AI platform for future use cases like prescription renewals and authorization.