The Results:
62%
600
Reduction in Operation Costs
Reduction in Temporary Staff Hiring
Overview
A large healthcare insurance platform conducting Health Risk Assessments at scale faced increasing operational pressure from high call volumes, long assessment times, and rising staffing costs. The organization relied heavily on call center agents to complete assessments, resulting in high dropout rates and limited scalability. Wizr partnered with the organization to implement AI driven voice agents and conversational assessment workflows, enabling higher completion rates, improved accessibility, and significant cost reduction.
The Challenge: Scaling Assessments with High Cost and Dropouts
The organization conducted approximately 150,000 Health Risk Assessments annually as part of its core healthcare operations. As volumes increased, several challenges emerged.
- Lengthy Assessment Calls
Each assessment took between 40 and 60 minutes, leading to respondent fatigue and higher abandonment rates. - High Dropout Rates Among Non English Speakers
Participants who spoke languages such as Vietnamese, Mandarin, and Spanish experienced significantly higher dropouts due to language barriers. - Heavy Dependence on Call Center Staffing
The organization hired nearly 600 temporary staff annually to manage assessment volumes, resulting in high operational costs and inconsistent quality. - Limited Scalability During Peak Periods
Assessment volumes fluctuated significantly, making it difficult to scale staffing efficiently without impacting service levels.
The organization needed a scalable solution that could reduce manual effort, improve participant engagement, and support multilingual populations without compromising assessment quality.
The Wizr Solution: AI Driven Conversational Health Risk Assessments
Wizr designed and implemented a highly scalable AI voice agent system tailored for healthcare assessment workflows.
- AI Voice Agents for Outbound Assessments
AI voice agents handled outbound assessment calls at scale, supporting volumes of over 100,000 calls per month. - Conversational HRA Flow
The system conducted Health Risk Assessments using a conversational approach, maintaining a consistent agent profile for each payer to ensure continuity and familiarity. - Multilingual Language Support
The AI agents supported multiple languages, addressing dropout challenges among non English speaking participants and improving accessibility. - Scalable and Resilient Architecture
The solution was designed to handle fluctuating call volumes without additional staffing, ensuring reliability during peak periods.
The Impact: Improved Completion and Lower Operational Cost
The implementation delivered measurable improvements across engagement, efficiency, and cost management.
- Reduced Dropout Rates
More natural, conversational interactions combined with multilingual support significantly improved assessment completion rates. - Elimination of Temporary Staffing Dependence
Automation removed the need to hire 600 temporary staff annually, reducing operational complexity. - Higher Assessment Throughput
AI voice agents enabled consistent handling of large call volumes without degradation in performance. - Up to 62% Reduction in Operational Costs
Preliminary results showed cost reductions of up to 62% by replacing manual call center operations with AI driven automation.
Overall Business Outcome
By replacing manual, agent driven assessments with AI voice agents, the organization transformed its Health Risk Assessment operations into a scalable and cost efficient model. Dropout rates declined, multilingual accessibility improved, and assessment volumes scaled without additional staffing. The shift enabled sustainable cost savings of up to 62% while maintaining consistency, quality, and participant engagement across large scale healthcare operations.
