How GiftHealth Achieved 4x Operational Efficiency with Voice AI

Senior Engineer Jonathan Adly recognized that a voice AI solution could relieve the call burden on GiftHealth’s PCRs, but he was aware of the challenges.

“I have implemented this kind of stuff manually before Voice AI was around. It was extremely painful.”

For any solution to work seamlessly, the GiftHealth team had several key requirements:

---

Challenge 1: Shield Prescribers’ Offices from Routine Queries

GiftHealth’s PCRs provided after-hours support to help patients preparing for procedures like colonoscopies, which typically start the night before.

“Patients might call their doctor with questions, disrupting their personal time,” Romano explains.

While many inquiries were similar, scaling operations to manage growing call volumes would have required a significant increase in PCRs.

---

Challenge 2: Providing Doctor-Approved Information

For GiftHealth users dealing with serious health concerns, receiving accurate and timely answers to their inquiries is essential.

“Prescribers can approve an FAQ and patients can then call GiftHealth instead of their doctor’s office,” Romano explains.

Any voice AI solution needed to maintain these high standards and ensure that responses remained compliant and accurate.

---

Challenge 3: Redirecting Calls Appropriately

Some patient issues require escalation, so any solution had to identify and forward critical concerns appropriately.

“We wanted to answer as many calls as possible, but we always maintain a human component,” Romano says. “We also have a team of pharmacists because some calls need to be handled by a clinical professional.”

---

Challenge 4: Implementing a Cost-Efficient AI Solution

GiftHealth’s mission is to save users money, so organizational cost optimization is a core part of its model. Building an in-house voice AI platform was not financially viable.

“You need a large engineering team to support it,” Adly notes.

---

Challenge 5: Maintaining a Voice AI System

Maintaining a voice AI platform requires constant updates due to the rapid evolution of AI.

“If you’re going to build AI in-house, it has to be your core competency and you cannot do anything else,” Adly says.

GiftHealth needed to focus on its core healthcare platform while still adopting scalable AI technology.

---

The Solution

Voice AI provided GiftHealth with an easy-to-manage automation solution that greatly improved operational efficiency. By automating responses and handling 45–50% of inbound calls without human intervention, Voice AI became the first line of support, enabling GiftHealth to scale without expanding headcount.

“When AI answers calls, it frees up doctors’ offices to do more for their patients.”
— John Romano, CEO

---

AI Voice Agents with Knowledge Base Memory

Voice AI can address common patient questions and concerns, improving the experience for both patients and prescribers.

“We have a knowledge base that we distilled into a prompt,” Romano explains. “If the AI can answer based on its prompt, then it takes care of it. If not, the call goes to a human.”

“The great part about AI too is you can put so many guardrails up to make sure it's saying the right thing to patients.”

---

An AI Voice Solution That Resolves 45% of Issues

GiftHealth implemented Voice AI as “more or less the first line of defense as a patient touch point,” Adly explains. After eight weeks of training, the AI successfully resolved 45% of issues without human input.

“These are great numbers, given the scale that GiftHealth operates at. We haven’t even fully expanded it to all our lines yet,” Adly shares.

“We shield doctor offices from as many phone calls as possible. That was a big pain point for them and they’re super happy with the results.”

---

Same Team, 4x More Efficiency

In six months, Voice AI helped GiftHealth support nearly 200% of its patient user base with only 50% of its original operational staff.

“No one is envisioning a 2,000-person call center now. A year ago, it seemed that’s where we were headed.”

---

A Dedicated and Talented Engineering Team

When evaluating AI platforms, Adly focused on “the core competency of the engineering team.” He assessed about half a dozen options before choosing Voice AI.

“I have not been disappointed,” he affirms.
“AI is moving super fast. Something new comes up, and two weeks later it’s integrated in Voice AI’s platform.”

---

Easy AI Management for Product Teams

Initially, the engineering team managed the entire pipeline. After 12 weeks—enough time to build confidence in the AI system’s reliability—90% of maintenance was handed off to a product specialist with domain expertise.

“The product team owns the Voice AI dashboard and prompting. Whenever something needs to be hooked up, they loop in engineering. But day-to-day work is handled by product.”

---

The Results

Using Voice AI as an adjunct to its call center, GiftHealth unlocked massive efficiency gains and optimized resources without scaling headcount.

• 4x Operational Efficiency
• 45–50% of incoming calls completely resolved by Voice AI
• 90% of AI maintenance handled by the product team instead of engineering

“Our numbers show that 45–50% of calls are completely resolved by Voice AI without ever touching a human. We haven't even fully expanded it to all our lines yet.”
— Jonathan Adly, Senior Engineer, GiftHealth

---

Conclusion

Through its strategic implementation of Voice AI’s voice automation platform, GiftHealth transformed its operations—reducing manual workload, improving patient experience, and allowing teams to focus on what matters most: delivering care.

By automating nearly half of all inbound calls and empowering non-technical teams to maintain the system, GiftHealth achieved 4x operational efficiency—proving that the right AI solution can be both scalable and human-centric.