HealthcareSourced

Case Study: SMIL added 20% agent capacity and cut abandonment with Replicant

Southwest Medical Imaging Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Southwest Medical Imaging

Industry

Healthcare

Challenge

Appointment calls congested the queue and drove abandonment

Headline result

SMIL raised agent capacity 20% while cutting call abandonment 20%

Key results

700

Calls handled daily by AI

20%

Increase in agent capacity

20%

Drop in abandonment rate

90%+

Agent answer rate, up from 73%

The challenge

Southwest Medical Imaging's contact center was congested by appointment-related calls, which made up the bulk of the queue. Long hold times drove high abandonment rates. Agents struggled to balance repetitive administrative tasks with calls that needed a human touch.

The solution

SMIL deployed Replicant AI agents to automate appointment-related calls, including confirmations and cancellations handled in real time. Routine calls were taken off agents' plates so the team could focus on higher-value support.

“Replicant takes up to 700 calls a day, which is pretty huge.”
KW
Kim Wyszynski
Director of Contact Center, SMIL

The results, in context

Replicant took up to 700 calls per day, increasing agent capacity by 20% and dropping the abandonment rate by 20%. The agent answer rate rose to over 90%, up from 73% before automation, while patients received faster service.

Products used

Replicant Replicant AI Agent